Job Description

Job Summary

The Support Operations Administrator plays a critical role in ensuring the smooth functioning of support and operations by independently resolving technical issues, providing on-call support, and conducting thorough root cause analyses. This role is pivotal in enhancing customer satisfaction and operational efficiency, contributing significantly to the organization's overall success.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Executing Tasks To Ensure Compliance With Company Policies In Support Operations.
2. Provide On-Call Support For Escalated Issues By Analyzing Problems Using Java And Sailpoint Iiq, Facilitating Timely Resolutions To Meet Customer Expectations.
3. Conduct Root Cause Analysis Of Incidents By Leveraging Java Development Skills, Ensuring Continuous Improvement And Prevention Of Future Issues.
4. Independently Resolve Support Tickets Within Agreed Slas, Utilizing Sailpoint Fam And Java Tools To Prioritize And Address Customer Needs Effectively.
5. Enhance Knowledge Management By Updating And Managing The Knowledge Base With Solutions And Insights, And Providing Training And Coaching To New Analysts To Foster Team Development.
6. Drive Customer Satisfaction And Csat Metrics By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases Through Effective Problem-Solving.

Skill Requirements

1. Proficiency In Java Development For Support And Troubleshooting.
2. Strong Understanding Of Sailpoint Iiq For Identity Management And Operations.
3. Familiarity With Sailpoint Fam For Access Management Tasks.
4. Ability To Conduct Root Cause Analysis And Implement Preventive Measures.
5. Excellent Problem-Solving Skills And Customer Service Orientation.

Other Requirements

1. Optional But Valuable Certifications: Sailpoint Iiq Certified Implementation Engineer, Java Se 8 Programmer