Job Description

Job Summary

The Sr Administrator (Support & Operations) plays a critical role in delivering advanced technical support and operational excellence. This position is pivotal in troubleshooting complex incidents and conducting root cause analysis, ensuring that customer satisfaction is maintained at the highest level. The role also involves collaborating with cross-functional teams to enhance operational efficiency and security measures.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Zscaler And Palo Alto Environments To Maintain Operational Excellence.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues In Zscaler Dlp, Casb, And Sse.
3. Contribute To Knowledge Base Management By Documenting Solutions, Creating Training Materials, And Mentoring New Team Members To Foster A Culture Of Continuous Learning.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Bolster The Organization'S Security Posture.
5. Enhance Customer Experience And Improve Csat Metrics Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions, And Addressing Reopened Cases While Proactively Mitigating Security Threats.

Skill Requirements

1. Proficiency In Zscaler, Palo Alto, And Related Security Technologies.
2. Strong Analytical And Problem-Solving Skills With A Focus On Root Cause Analysis.
3. Excellent Communication Skills For Effective Knowledge Transfer And Customer Interaction.
4. Familiarity With Incident Management Processes And Ticketing Systems.

Other Requirements

1. Optional But Valuable: Zscaler Certified Professional, Palo Alto Networks Certified Network Security Engineer (Pcnse)