Job Summary

The Senior Administrator for 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 enhance customer satisfaction. The expert knowledge in Symantec NetBackup and Backup Exec, along with a focus on quality standards and regulatory compliance, is essential to ensure seamless operations and security.

Key Responsibilities

1. Provide Advanced Technical Support By Leveraging Expertise In Symantec Netbackup And Symantec Backup Exec To Resolve Complex Incidents And Implement Solutions To Technical And Security Challenges.
2. Conduct Thorough Root Cause Analysis For Escalated Incidents, Ensuring Timely Resolution And Effective Communication With Stakeholders To Maintain High Operational Standards.
3. Engage In Knowledge Base Management By Updating And Documenting Technical Solutions, While Also Training And Mentoring Junior Analysts To Build Team Capability.
4. Resolve Complex Support Tickets Efficiently Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Maintain Security Posture And Operational Integrity.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Symantec Netbackup And Symantec Backup Exec
2. Solid Understanding Of Emc Data Domain Systems
3. Strong Analytical And Problem-Solving Skills
4. Excellent Communication And Interpersonal Abilities
5. Familiarity With Quality Standards And Regulatory Requirements

Other Requirements

1. Optional Certifications: Symantec Certified Specialist (Scs) In Netbackup And Backup Exec, Emc Data Domain Certificatio