Job Description

Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and ensuring operational excellence. This position focuses on troubleshooting, root cause analysis, and implementing effective solutions to enhance customer satisfaction and maintain security integrity within the organization.

Key Responsibilities

1. Provide Advanced Technical Support By Leveraging Saviynt And Java Technologies To Troubleshoot Complex Incidents, Perform Root Cause Analysis, And Implement Effective Solutions To Resolve Security Issues.
2. Ensure Adherence To Quality Standards, Regulatory Requirements, And Company Policies In All Support Activities, Enhancing Operational Compliance And Efficiency.
3. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Strengthening The Organization'S Security Posture.
4. Conduct Knowledge Base Updates And Management, Contributing To Continuous Improvement Initiatives And Facilitating Training Sessions For New Team Members To Enhance Their Technical Skills.
5. Monitor And Optimize Customer Experience Metrics By Focusing On First Call Resolution And Minimizing Rejected Resolutions, Thereby Mitigating Potential Security Threats And Improving Csat Scores.

Skill Requirements

1. Proficient In Saviynt For Identity And Access Management.
2. Strong Knowledge Of Java Development For Support And Operations Tasks.
3. Solid Understanding Of Troubleshooting Methodologies And Root Cause Analysis Techniques.
4. Familiarity With Itil Processes And Frameworks To Enhance Service Delivery.
5. Excellent Communication Skills To Effectively Interact With Customers And Support Teams.

Other Requirements

1. Optional But Valuable Certifications: Saviynt Certified Administrator, Java Se 11 Developer Certification