Job Description

Job Summary

The Senior Administrator in Support and Operations plays a crucial role in delivering advanced technical support and operational excellence within the organization. This position is responsible for troubleshooting complex issues, conducting root cause analyses, and implementing effective solutions, all while ensuring adherence to quality standards and regulatory requirements. The role significantly impacts customer satisfaction and operational efficiency.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Kubernetes And Ansible To Troubleshoot Complex Incidents And Implement Effective Solutions For Technical And Security Issues.
2. Conduct Root Cause Analyses On Escalated Support Tickets, Ensuring Timely Resolution And Adherence To Agreed Slas, While Collaborating With Cross-Functional Teams To Enhance Operational Efficiency.
3. Lead Knowledge Management Initiatives By Updating And Managing The Knowledge Base, And Provide Training And Coaching To Junior Analysts To Foster Skill Development.
4. Resolve Complex Support Tickets Within Defined Slas, Ensuring A Seamless Operational Flow And Maintaining A Strong Security Posture Through Proactive Monitoring And Incident Management.
5. Enhance Customer Experience And Csat Metrics By Achieving High First Call Resolution Rates And Minimizing Case Reopens, While Actively Working To Mitigate Potential Security Threats.

Skill Requirements

1. Proficient In Kubernetes And Containers For Managing Containerized Applications.
2. Strong Experience With Ansible For Automation And Configuration Management.
3. In-Depth Understanding Of Redhat Linux And Redhat Clustering Technologies.
4. Familiarity With Azure Cloud Services And Deployment Methodologies.
5. Excellent Troubleshooting And Root Cause Analysis Skills.

Other Requirements

1. Optional But Valuable Certifications: Red Hat Certified Engineer (Rhce), Certified Kubernetes Administrator (Cka), Or Ansible Automation Certification