Job Description

Job Summary

The Sr Support Administrator plays a crucial role in delivering advanced technical support and operations management within the organization. This position focuses on troubleshooting complex issues, conducting root cause analyses, and ensuring compliance with quality standards. The Sr Support Administrator is essential in enhancing customer satisfaction by resolving incidents efficiently and effectively.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Managing Operations In Rubrik Cdm And Emc Legato To Ensure High Service Delivery.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Utilizing Analytical Skills To Perform Root Cause Analysis And Implement Effective Solutions For Technical And Security Issues.
3. Engage In Knowledge Base Management Activities, Including Updating Documentation And Conducting Training Sessions For New Team Members To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining Security Posture.
5. Foster Positive Customer Experiences By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, While Proactively Mitigating Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Rubrik Cdm And Emc Legato For Cloud Data Management And Backup Solutions.
2. Solid Understanding Of Incident Management Processes And Techniques For Troubleshooting Technical Issues.
3. Familiarity With Quality Assurance Practices And Regulatory Compliance In Support Operations.
4. Strong Communication And Coaching Skills To Effectively Train And Mentor Analysts.

Other Requirements

1. Optional But Valuable Certifications: Rubrik Certified Administrator, Emc Legato Backup And Recovery Certification