Job Description

Job Summary

The Sr. Administrator in Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex issues, conducting thorough root cause analysis, and implementing effective solutions to enhance customer satisfaction and maintain robust security protocols.

Key Responsibilities

1. Provide Advanced Technical Support For F5 And Ddi-Infoblox/Efficient Ip Solutions By Troubleshooting Complex Incidents, Conducting Root Cause Analysis, And Implementing Timely Resolutions To Ensure Seamless Operations.
2. Collaborate With Cross-Functional Support Teams To Manage And Resolve Complex Tickets Within Agreed Slas, Ensuring A Proactive Approach To Security And Operational Efficiency.
3. Develop And Maintain A Comprehensive Knowledge Base By Updating Documentation And Managing Training Initiatives For New Team Members, Fostering A Culture Of Continuous Learning.
4. Monitor And Enhance Customer Satisfaction (Csat) Metrics Through First Call Resolution Practices, Minimizing Rejected Resolutions And Re-Opened Cases By Addressing Customer Issues Effectively.
5. Conduct Regular Assessments Of Security Postures And Implement Necessary Measures To Mitigate Potential Threats, Ensuring Adherence To Quality Standards And Regulatory Requirements.

Skill Requirements

1. Proficient In F5 And Ddi-Infoblox/Efficient Ip Technologies.
2. Strong Analytical Skills For Root Cause Analysis And Troubleshooting Complex Technical Issues.
3. Solid Understanding Of Itil Framework And Incident Management Processes.
4. Excellent Communication Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Optional But Valuable: F5 Certified Administrator (F5-Ca), Infoblox Certified Network Automation Engineer (Nce)