Job Description

Job Summary

The Sr Administrator in Support & Operations plays a pivotal role in delivering advanced technical support for IBM MQ and IIB (ACE) systems. This position is essential for troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Advanced Technical Support By Troubleshooting Complex Incidents With Ibm Mq And Iib (Ace), Implementing Effective Solutions To Enhance System Performance And Security.
2. Perform Root Cause Analysis On Escalated Incidents, Documenting Findings And Action Plans To Prevent Recurrence And Improve Support Processes.
3. Collaborate With Cross-Functional Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Robust Security Posture.
4. Contribute To Knowledge Base Management By Creating And Updating Documentation, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Best Practices.
5. Enhance Customer Experience By Focusing On First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats To Maintain High Customer Satisfaction Levels.

Skill Requirements

1. Proficiency In Ibm Mq And Iib (Ace) With A Solid Understanding Of Message Queuing And Integration Patterns.
2. Strong Analytical And Troubleshooting Skills For Resolving Complex Technical Issues.
3. Familiarity With Incident Management Processes And Tools To Ensure Efficient Ticket Resolution.
4. Excellent Communication Skills To Interact With Customers And Collaborate With Team Members Effectively.

Other Requirements

1. Optional But Valuable Certifications: Ibm Certified Administrator Mq And Integration Bus, Itil Foundation Certification