Job Description

Job Summary

The Sr. Administrator in Support & Operations plays a pivotal role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex security incidents and conducting root cause analyses, ensuring the highest standards of customer satisfaction and security posture. The role requires a deep understanding of Azure Security and Palo Alto technologies, contributing to the overall effectiveness and security of the organization.

Key Responsibilities

1. Provide Advanced Technical Support For Azure Security And Palo Alto Solutions By Troubleshooting And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Thorough Root Cause Analysis For Escalated Technical And Security Issues, Implementing Effective Solutions To Mitigate Risks And Enhance System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Foster A Culture Of Continuous Improvement.
4. Resolve Complex Tickets Within Agreed Slas, Collaborating Effectively With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture.
5. Drive Positive Customer Experience By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions And Case Reopenings While Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Azure Security And Palo Alto Technologies
2. Strong Understanding Of Cloud Security Principles And Practices
3. Familiarity With Azure Active Directory And Its Security Features
4. Excellent Problem-Solving Skills And Analytical Thinking
5. Ability To Work Collaboratively In A Fast-Paced Environment

Other Requirements

1. Optional But Valuable: Azure Security Engineer Associate Certification
2. Optional But Valuable: Palo Alto Networks Certified Network Security Engineer (Pcnse