Job Description

Job Summary

The Support Operations Administrator plays a crucial role in maintaining high-quality support services within the organization. This position focuses on independently resolving support tickets, providing on-call assistance, and conducting thorough root cause analyses to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Expert Support For Oracle Administration And Postgresql By Independently Resolving Technical Tickets Within Agreed Slas, Ensuring Timely And Effective Solutions To Customer Issues.
2. Conduct Root Cause Analyses On Escalated Issues, Utilizing Oracle And Postgresql Expertise To Identify Underlying Problems And Implement Preventative Measures.
3. Enhance Team Knowledge By Managing And Updating The Knowledge Base, Contributing To Training Materials, And Coaching Analysts To Improve Overall Team Performance.
4. Adhere To Quality Standards And Regulatory Requirements While Executing Support Tasks, Ensuring Compliance With Company Policies And Industry Best Practices.
5. Drive Customer Satisfaction By Achieving First Call Resolution And Minimizing Case Reopens, Ensuring A Positive Customer Experience Through Effective Communication And Resolution Strategies.

Skill Requirements

1. In-Depth Understanding Of Oracle Administration And Postgresql, With A Solid Foundation In Database Management And Troubleshooting.
2. Proficiency In Ticketing Systems And Support Processes, Demonstrating The Ability To Manage Escalations Effectively.
3. Strong Analytical And Problem-Solving Skills, Enabling Thorough Root Cause Analysis And Resolution Of Complex Technical Issues.
4. Excellent Communication Skills, With A Focus On Customer Service And Experience Enhancement.

Other Requirements

1. Optional But Valuable Certifications: Oracle Certified Professional (Ocp), Postgresql Certified Professional