Job Description

Job Summary

The Tools & Automation Administrator plays a crucial role in ensuring seamless monitoring and support operations within the organization. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis, all aimed at enhancing customer satisfaction and operational efficiency.

Key Responsibilities

1. Monitor And Analyze System Performance Using Integrated Command Center Tools, Ensuring Adherence To Quality Standards, Regulatory Requirements, And Company Policies.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Related To Event Monitoring.
3. Engage In Value-Adding Activities, Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within Agreed Slas, Managing Ticket Volume And Response Times Effectively To Ensure Operational Efficiency.
5. Ensure A Positive Customer Experience And High Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Strong Understanding Of Monitoring Tools And Technologies Related To Integrated Command Center And Event Monitoring
2. Solid Knowledge Of Network Operations Center Processes And It Support Monitoring
3. Proficiency In Conducting Root Cause Analysis And Problem Resolution
4. Familiarity With Quality Assurance Standards And Regulatory Compliance In Technical Operations

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Relevant Certifications In Monitoring Tools Or Event Management (Optional But Valuable