Job Description

Job Summary

The Senior Administrator in Support & Operations plays a critical role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex incidents and implementing effective solutions, ensuring a seamless customer experience and maintaining high standards of service quality.

Key Responsibilities

1. Provide Advanced Technical Support By Leveraging Iaas Expertise In Aws And Terraform To Troubleshoot Complex Incidents And Implement Effective Solutions, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Thorough Root Cause Analysis For Escalated Incidents, Collaborating With Cross-Functional Teams To Resolve Technical And Security Issues, And Ensuring Minimal Impact On Operations.
3. Engage In Knowledge Management Activities By Updating And Maintaining The Knowledge Base, Facilitating Training Sessions For New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Defined Slas, Coordinating With Other Support Teams To Maintain Operational Efficiency And Uphold A Strong Security Posture.
5. Drive Customer Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Iaas, Aws Services, And Terraform For Infrastructure Management.
2. Strong Troubleshooting And Analytical Skills With The Ability To Perform Root Cause Analysis.
3. Solid Understanding Of Security Best Practices And Regulatory Compliance In Cloud Environments.
4. Excellent Communication Skills For Effective Collaboration And Customer Interaction.
5. Familiarity With Itil Practices And Incident Management Processes.

Other Requirements

1. Aws Certified Solutions Architect � Associate (Optional But Valuable).
2. Hashicorp Certified: Terraform Associate (Optional But Valuable)