Job Summary

The Sr. Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position is responsible for troubleshooting complex incidents, performing root cause analysis, and implementing effective solutions to ensure a high level of customer satisfaction. By leveraging expertise in Solarwinds NPM and PowerShell, the role contributes to maintaining a robust security posture and optimizing operational workflows.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Solarwinds Npm To Monitor Network Performance, Diagnose Issues, And Implement Corrective Actions To Enhance System Reliability.
2. Develop And Execute Powershell Scripts To Automate Routine Tasks, Streamline Operations, And Improve Efficiency In Troubleshooting Processes.
3. Analyze Complex Incidents Escalated By Analysts, Conduct Thorough Root Cause Analysis, And Implement Strategic Solutions To Resolve Underlying Technical And Security Issues.
4. Collaborate With Cross-Functional Teams To Manage And Resolve Complex Support Tickets Within Agreed Slas, Ensuring Seamless Operations And Enhanced Security Measures.
5. Contribute To Value-Added Initiatives Such As Updating And Managing Knowledge Bases, Providing Training To New Team Members, And Coaching Analysts To Foster A Culture Of Continuous Improvement.
6. Enhance Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Security Threats To Maintain A Positive Service Experience.

Skill Requirements

1. Proficiency In Solarwinds Npm For Network Performance Monitoring And Management.
2. Strong Understanding Of Powershell For Scripting And Automation.
3. Solid Troubleshooting Skills And Experience In Root Cause Analysis.
4. Familiarity With Itil Practices And Service Management Principles.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.
2. Optional But Valuable: Solarwinds Certified Professional (Scp) Certification