The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position is responsible for troubleshooting complex issues, conducting root cause analysis, and ensuring compliance with quality standards. By leveraging AWS Security and Cisco ASA expertise, the incumbent will enhance the organization's security posture while ensuring a positive customer experience.
Key Responsibilities
1. Provide Advanced Technical Support By Analyzing Complex Incidents Related To Aws Security And Cisco Asa, Implementing Effective Solutions To Resolve Security And Operational Issues.
2. Conduct Root Cause Analysis For Escalated Incidents, Leveraging Aws Security Tools And Cisco Asa Configurations To Identify And Mitigate Security Threats.
3. Manage And Update The Knowledge Base, Contributing To Documentation And Training Sessions For New Analysts, Enhancing Team Capabilities In Aws Security And Cisco Asa Best Practices.
4.
Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining Security Compliance.
5. Drive Customer Satisfaction Through First Call Resolution Initiatives, Minimizing Case Reopens, And Proactively Addressing Potential Security Risks.
Skill Requirements
1. Proficiency In Aws Security Principles And Services.
2. Robust Knowledge Of Cisco Asa And Its Deployment In Network Security.
3. Solid Understanding Of Incident Management And Root Cause Analysis Practices.
4. Ability To Coach And Train Team Members In Technical Support Processes And Security Protocols.