Job Summary

The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support while ensuring the integrity and security of operations. This position emphasizes troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Ensure Adherence To Quality Standards And Regulatory Requirements By Applying Best Practices In Sap Security And Grc, Thus Fostering A Secure Operational Environment.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Robust Solutions To Address Technical And Security Issues Effectively.
3. Drive Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Conducting Training For New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Maintain Seamless Operations And Uphold Security Posture.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Sap Security And Governance, Risk, And Compliance (Grc).
2. Strong Understanding Of Incident Management And Root Cause Analysis Methodologies.
3. Familiarity With Quality Assurance Standards And Regulatory Compliance In It Operations.
4. Experience In Knowledge Management And Training Facilitation.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Sap Certified Technology Associate Security With Sap Netweaver