Job Description

Job Summary

The Sr Administrator in Support & Operations is pivotal in delivering advanced technical support and operational excellence. This role focuses on troubleshooting, root cause analysis, and implementing effective solutions to ensure customer satisfaction and a robust security posture. By leveraging expertise in SAILPOINT IIQ and Java Development, the administrator enhances service quality and operational efficiency.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Sailpoint Iiq And Java To Analyze Complex Incidents, Perform Root Cause Analysis, And Implement Effective Solutions To Resolve Technical And Security Issues.
2. Adhere To Quality Standards And Regulatory Requirements While Managing Complex Tickets, Ensuring Resolutions Are Delivered Within Agreed Slas To Maintain Operational Efficiency.
3. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And Enhance The Overall Security Posture Of The Organization.
4. Facilitate Knowledge Management By Updating And Maintaining The Knowledge Base, Developing Training Materials, And Mentoring Junior Analysts To Foster A Culture Of Continuous Learning.
5. Enhance Customer Experience By Achieving First Call Resolution Metrics, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Sailpoint Iiq And Java Development With Advanced Troubleshooting Skills.
2. In-Depth Understanding Of Security Protocols And Incident Management Processes.
3. Solid Familiarity With Service Level Agreements And Customer Satisfaction Metrics.
4. Strong Analytical And Problem-Solving Skills To Address Complex Technical Issues Effectively.
5. Excellent Communication And Interpersonal Skills To Engage With Customers And Support Teams.

Other Requirements

1. Optional But Valuable Certifications: Sailpoint Iiq Certified Implementation Engineer, Java Se 11 Developer Certification