Skills: Symantec NetBackup, Symantec Backup Exec, EMC Data Domain, root cause analysis, analytical skills, problem-solving skills, quality standards, regulatory requirements
Job Summary
The Support Operations Administrator plays a crucial role in maintaining the integrity and efficiency of backup operations. This position is responsible for independently resolving technical tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and ensure adherence to quality standards.
Key Responsibilities
1. Provide Technical Support For Symantec Netbackup And Symantec Backup Exec By Independently Resolving Tickets And Ensuring Compliance With Agreed Service Level Agreements (Sla).
2. Conduct Root Cause Analysis On Escalated Issues, Applying In-Depth Knowledge Of Emc Data Domain To Identify Solutions And Implement Corrective Actions.
3.
Update And Manage The Knowledge Base By Documenting Solutions And Best Practices, Contributing To Continuous Improvement And Efficiency In Support Operations.
4. Facilitate Training Sessions For New Team Members, Coaching Analysts On Effective Troubleshooting Techniques And Operational Processes.
5. Ensure A Positive Customer Experience By Striving For First Call Resolution And Minimizing Case Reopens, Thereby Enhancing Overall Customer Satisfaction (Csat).
Skill Requirements
1. Proficient In Symantec Netbackup And Symantec Backup Exec With Solid Understanding Of Backup And Recovery Processes.
2. Knowledgeable In Emc Data Domain Technologies And Data Management Best Practices.
3. Solid Analytical And Problem-Solving Skills With The Ability To Perform Root Cause Analysis.
4. Familiarity With Quality Standards And Regulatory Requirements In Support Operations.
Other Requirements
1. Optional But Valuable Certification In Symantec Netbackup Or Related Backup Technologies