Job Summary

The Senior Administrator in Support and Operations plays a critical role in providing advanced technical support within the Service Line Management and SAP Security & GRC domains. This position is pivotal in troubleshooting complex incidents, performing root cause analysis, and implementing effective solutions to enhance customer satisfaction and security compliance.

Key Responsibilities

1. Ensure Adherence To Quality Standards And Regulatory Requirements By Implementing Best Practices In Service Line Management, Contributing To Improved Operational Efficiency.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Conducting Thorough Root Cause Analysis And Implementing Solutions Using Sap Security Protocols To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training To New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Drive Positive Customer Experiences And High Csat Scores By Focusing On First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Security Threats.

Skill Requirements

1. Strong Proficiency In Service Line Management Principles And Practices
2. In-Depth Knowledge Of Sap Security And Grc Frameworks
3. Excellent Troubleshooting And Analytical Skills For Complex Incident Resolution
4. Familiarity With Quality Assurance Standards And Regulatory Compliance
5. Solid Communication Skills For Effective Collaboration And Customer Interaction

Other Requirements

1. Optional But Valuable Certifications: Sap Certified Technology Associate Sap Access Control, Itil Foundation Certificatio