Job Summary
The Senior Administrator for Support and Operations plays a critical role in delivering advanced technical support for Web Application Firewalls and Cisco ASA. This position is essential for ensuring a secure operational environment, enhancing customer satisfaction, and driving continuous improvement in support processes.
Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Web Application Firewall And Cisco Asa Configurations To Maintain System Integrity.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base,
Training Current Team Members, And Coaching Support Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Bolster Security Posture.
5. Drive Customer Satisfaction By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopens, While Proactively Mitigating Potential Security Threats.
Skill Requirements
1. Advanced Knowledge Of Web Application Firewall Technologies And Cisco Asa.
2. Strong Troubleshooting Skills With A Focus On Root Cause Analysis And Incident Resolution.
3. Familiarity With Security Protocols And Regulations Related To Web Applications And Network Security.
4. Excellent Communication And Interpersonal Skills To Enhance Collaboration And Customer Experience.
Other Requirements
1. Optional: Certifications Such As Cisco Certified Network Associate (Ccna) Security, Palo Alto Networks Certified Network Security Engineer (Pcnse), Or Equivalent Security Certifications Are Valuable.