Job Description

Job Summary

The Senior Administrator for Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position is responsible for troubleshooting complex technical issues, performing root cause analysis, and implementing effective solutions to enhance customer satisfaction and ensure compliance with quality standards.

Key Responsibilities

1. Provide Advanced Technical Oversight And Solutions By Utilizing Commvault And Azure For Troubleshooting Complex Incidents And Performing Root Cause Analysis, Ensuring Swift Resolution Of Technical And Security Issues.
2. Manage Escalated Support Tickets By Coordinating With Cross-Functional Teams, Ensuring Resolution Within Agreed Slas While Maintaining A Secure Operational Environment.
3. Develop And Maintain A Comprehensive Knowledge Base In Commvault And Azure, Contributing To Value-Adding Activities Such As Documentation And Training Programs For New Analysts.
4. Conduct Training Sessions And Coaching For Junior Analysts, Enhancing Their Skill Sets While Promoting Adherence To Quality Standards And Regulatory Requirements.
5. Foster Positive Customer Experiences By Achieving High First Call Resolution Rates, Reducing Case Reopens, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Commvault For Data Management And Backup Solutions.
2. Solid Understanding Of Azure Cloud Services For Operational Support.
3. Strong Analytical And Problem-Solving Skills For Complex Incident Resolution.
4. Excellent Communication Skills For Customer Interaction And Team Collaboration.
5. Familiarity With Itil Practices For Effective Service Management.

Other Requirements

1. Optional But Valuable: Commvault Certified Professional Certification.
2. Optional But Valuable: Microsoft Certified: Azure Administrator Associate Certification