Skills: Disaster Recovery Systems, Technical Support, Root Cause Analysis, Analytical Skills, Problem-Solving Skills, Support Ticket Management Tools, Regulatory Requirements, Quality Standards, ITIL Foundation
Job Summary
The Sr. Administrator in Support & Operations plays a critical role in delivering advanced technical support and ensuring the operational resilience of disaster recovery systems. This position focuses on troubleshooting complex incidents, conducting root cause analysis, and implementing strategic solutions, all while maintaining high standards for customer satisfaction and compliance.
Key Responsibilities
1. Conduct Advanced Troubleshooting And Root Cause Analysis For Complex Incidents In Disaster Recovery Systems, Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Collaborate With Cross-Functional Teams To Manage Escalated Incidents, Ensuring Seamless Operations And Adherence To Regulatory Requirements And Company Policies.
3.
Lead Value-Adding Initiatives Such As Knowledge Base Updates And Management, Providing Training And Coaching For Analysts And Freshers To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas, Ensuring Operational Efficiency And A Robust Security Posture Through Proactive Risk Management.
5. Foster A Positive Customer Experience By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Reopened Cases, And Actively Mitigating Security Threats.
Skill Requirements
1. In-Depth Knowledge Of Disaster Recovery Systems And Technology Strategies.
2. Solid Analytical And Problem-Solving Skills For Complex Incident Resolution.
3. Proficiency In Support Ticket Management Tools And Methodologies.
4. Excellent Communication Skills To Facilitate Collaboration Across Teams.
5. Solid Understanding Of Regulatory Requirements And Quality Standards In It Operations.
Other Requirements
1. Optional But Valuable: Certifications In Disaster Recovery Planning (Like Drii Or Bci) And Itil Foundation