Job Description

Job Summary

The Senior Administrator in Support & Operations is pivotal in delivering advanced technical support and troubleshooting for SQL and MySQL environments. This role ensures high customer satisfaction through effective incident resolution, proactive analysis, and collaboration across teams to maintain seamless operations and enhance security posture.

Key Responsibilities

1. Provide Advanced Technical Support By Performing Root Cause Analysis For Complex Incidents, Utilizing Sql And Mysql To Implement Solutions That Address Technical And Security Issues.
2. Resolve Complex Support Tickets Within Agreed Slas, Coordinating With Cross-Functional Teams To Ensure Operational Efficiency And Security Compliance.
3. Maintain And Update The Knowledge Base, Contributing To The Continuous Improvement Of Support Processes And Training New Analysts On Sql And Mysql Best Practices.
4. Collaborate With Support Analysts To Enhance Service Delivery, Ensuring A Focus On First Call Resolution And Minimizing Case Reopens While Adhering To Quality Standards And Company Policies.
5. Ensure A Positive Customer Experience By Mitigating Security Threats And Striving For High Csat Scores Through Effective Communication And Resolution Strategies.

Skill Requirements

1. Advanced Proficiency In Sql And Mysql Administration.
2. Strong Troubleshooting And Analytical Skills With A Focus On Root Cause Analysis.
3. Familiarity With Support Ticketing Systems And Incident Management Processes.
4. Excellent Communication And Collaboration Skills.

Other Requirements

1. Optional But Valuable: Mysql Database Administrator Certification, Sql Server Certification