Job Summary
The Sr Administrator (Support & Operations) plays a critical role in delivering advanced technical support and ensuring operational excellence for EMC PowerMax and PowerStore systems. This position is essential for maintaining high customer satisfaction through effective troubleshooting, root cause analysis, and proactive support measures.
Key Responsibilities
1. Provide Advanced Technical Support For Emc Powermax And Powerstore Environments By Conducting Root Cause Analysis And Implementing Effective Solutions For Complex Incidents.
2. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Support Processes And Documentation.
3. Collaborate With Cross-Functional Teams To Resolve Complex Tickets Within Agreed Slas,
Ensuring Seamless Integration Of Support Operations And Maintaining Security Posture.
4. Update And Manage Knowledge Base Articles, Contributing To Continuous Improvement In Support Processes And Training New Analysts On Operational Procedures.
5. Enhance Customer Experience By Achieving First Call Resolution Targets, Minimizing Case Reopens, And Proactively Addressing Potential Security Threats.
Skill Requirements
1. In-Depth Knowledge Of Emc Powermax And Powerstore Technologies.
2. Solid Understanding Of Netapp Block Storage Solutions.
3. Proficiency In Troubleshooting And Resolving Complex Technical Issues.
4. Strong Analytical And Problem-Solving Skills, With A Focus On Root Cause Analysis.
5. Excellent Communication Skills, Both Verbal And Written, To Facilitate Effective Collaboration With Customers And Team Members.
Other Requirements
1. Optional But Valuable: Emc Proven Professional Certification In Storage Administration Or Related Certifications.
2. Optional But Valuable: Itil Foundation Certification.