Job Description

Job Summary

As a Senior Administrator in Support & Operations, you will play a crucial role in delivering advanced technical support and solutions for Mainframe and Message Automation systems. Your expertise will be essential in troubleshooting complex incidents, conducting root cause analyses, and ensuring a high level of customer satisfaction. You will also contribute to operational excellence by mentoring team members and maintaining quality standards.

Key Responsibilities

1. Provide Advanced Technical Support For Mainframe Automation And Message Automation Systems By Conducting Root Cause Analysis And Implementing Effective Solutions To Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Enhancing Operational Efficiency And Maintaining A Robust Security Posture.
3. Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Improve Overall Team Performance And Knowledge Retention.
4. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through First Call Resolution Initiatives, Minimizing Rejected Resolutions, And Effectively Addressing Security Threats.
5. Advocate For Continuous Improvement By Analyzing Incident Trends And Implementing Proactive Measures To Mitigate Future Technical And Security Issues.

Skill Requirements

1. Advanced Proficiency In Mainframe Automation And Message Automation Tools And Technologies.
2. Strong Analytical And Troubleshooting Skills With A Focus On Root Cause Analysis.
3. Excellent Communication Skills For Effective Collaboration And Customer Interaction.
4. Solid Understanding Of Quality Standards And Regulatory Compliance In Support Operations.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Relevant Certifications In Mainframe Or Automation Technologies Are Also Optional But Beneficial