Job Description

Job Summary

The Senior Administrator for Support & Operations plays a critical role in delivering advanced technical support and ensuring operational excellence. This position focuses on troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction and security posture.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Delivering Support Services For Oracle Identity Manager And Vapt.
2. Provide Technical Guidance For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Solutions To Resolve Technical And Security Issues Related To Oracle Identity Manager.
3. Engage In Knowledge Base Updates And Management, Delivering Training And Coaching To New Analysts To Foster A Knowledgeable Support Environment.
4. Manage And Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Oracle Identity Manager And Vulnerability Assessment And Penetration Testing (Vapt).
2. Strong Analytical And Problem-Solving Skills To Address Complex Technical Issues.
3. Excellent Communication Skills To Effectively Interact With Customers And Support Teams.

Other Requirements

1. Optional But Valuable Certifications: Oracle Certified Professional (Ocp) In Oracle Identity Manager, Certified Ethical Hacker (Ceh) For Vapt