Job Summary

The Senior Administrator in Tools & Automation is responsible for delivering advanced technical support and troubleshooting expertise to optimize customer feedback and satisfaction. This role plays a critical part in maintaining security and operational integrity through effective incident resolution and proactive problem-solving.

Key Responsibilities

1. Provide Advanced Technical Support For Splunk And Splunk Itsi, Ensuring Adherence To Quality Standards And Regulatory Requirements While Implementing Best Practices For Incident Management.
2. Perform Root Cause Analysis For Complex Incidents Escalated By Analysts, Utilizing Bash And Python Scripting To Develop And Implement Efficient Solutions To Technical And Security Issues.
3. Develop And Maintain A Knowledge Base By Documenting Processes And Solutions, Facilitating Training Sessions For New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Robust Security Posture.
5. Enhance Customer Experience And Csat By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions, And Proactively Addressing Security Threats.

Skill Requirements

1. Advanced Proficiency In Splunk And Splunk Itsi For Monitoring And Analytics.
2. Strong Scripting Skills In Bash And Python For Automation And Troubleshooting.
3. Solid Understanding Of Incident Management And Root Cause Analysis Methodologies.
4. Familiarity With Quality Standards And Regulatory Compliance In It Operations.

Other Requirements

1. Optional But Valuable Certifications: Splunk Certified Admin, Splunk Itsi Certified Admin