Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting, root cause analysis, and ensuring compliance with quality standards. By addressing complex incidents and enhancing customer satisfaction, the Senior Administrator contributes significantly to the organization’s objectives and overall service quality.

Key Responsibilities

1. Provide Advanced Technical Support And Troubleshooting By Analyzing Production Control Issues And Implementing Effective Solutions, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct In-Depth Root Cause Analysis For Escalated Incidents And Collaborate With Sysops Teams To Resolve Technical And Security Issues Efficiently.
3. Manage And Update The Knowledge Base, Create Training Materials, And Facilitate Training Sessions For New Analysts To Enhance Team Capabilities And Operational Knowledge.
4. Resolve Complex Support Tickets Within Agreed Slas By Coordinating With Other Support Teams To Ensure Seamless Operations And A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Proficiency In Production Control And Scheduling Principles And Practices.
2. Solid Understanding Of Sysops Operations And Incident Management.
3. Strong Analytical Skills For Troubleshooting And Root Cause Analysis.
4. Excellent Communication Skills For Effective Collaboration And Training.
5. Familiarity With Quality Standards And Regulatory Compliance In Support Operations.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Relevant Sysops Certifications Such As Aws Certified Sysops Administrator Or Microsoft Certified: Azure Administrator Associate Are Optional But Valuable