Job Description

Job Summary

As a Support Operations Administrator, you will play a pivotal role in ensuring seamless operations and exceptional customer service. Your primary responsibility will be to independently manage ticket resolution, provide on-call support, and conduct root cause analyses. Your efforts will directly contribute to enhancing customer satisfaction and maintaining high-quality standards within the organization.

Key Responsibilities

1. Resolve Support Tickets Independently By Utilizing Bmc Control M And Powershell, Ensuring Adherence To Quality Standards And Compliance With Company Policies.
2. Provide On-Call Escalation Support By Performing Thorough Root Cause Analysis Of Issues To Implement Effective Solutions And Prevent Future Occurrences.
3. Enhance Operational Efficiency By Actively Participating In Knowledge Base Updates And Management, Ensuring Documentation Is Current And Accurate.
4. Conduct Training Sessions For New Hires And Coach Analysts To Foster A Knowledgeable And Skilled Support Team.
5. Achieve Positive Customer Experiences And High Csat Scores Through First Call Resolution Initiatives, Minimizing Rejected Resolutions And Re-Open Cases.

Skill Requirements

1. Proficient In Bmc Control M And Powershell With Solid Experience In Support Operations.
2. Strong Analytical And Problem-Solving Skills With The Ability To Conduct Root Cause Analysis.
3. Familiarity With Knowledge Management Processes And Training Methodologies.
4. Excellent Communication Skills For Effective Interaction With Customers And Team Members.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Principles