Job Summary:
- The Support Operations Administrator plays a crucial role in ensuring seamless operations and exceptional customer service within the organization. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analyses to enhance service quality and customer satisfaction. The role emphasizes adherence to quality standards and continuous improvement in support processes.
Key Responsibilities:
- 1. Provide Expert Support For On-Call Escalations By Leveraging Qualys And Soc Tools, Ensuring Swift Resolution Of Incidents And Minimizing Downtime.
- 2. Conduct Thorough Root Cause Analysis Of Issues Using Soc Methodologies, Identifying Trends And Implementing Preventive Measures To Enhance System Stability.
- 3. Create And Maintain A Comprehensive Knowledge Base By Documenting Solutions And Processes, Facilitating Knowledge Transfer Among Team Members.
- 4. Train And Mentor New Analysts,
Fostering A Collaborative Setting And Contributing To The Overall Skill Development Within The Support Team.
- 5. Independently Manage And Resolve Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely Responses And Effective Troubleshooting.
- 6. Enhance Customer Experience And Satisfaction (Csat) By Achieving High Rates Of First Call Resolution And Minimizing The Number Of Reopened Cases.
Skill Requirements:
- 1. In-Depth Knowledge Of Qualys And Soc Operations.
- 2. Solid Understanding Of Ticketing Systems And Incident Management Processes.
- 3. Proficiency In Root Cause Analysis And Problem-Solving Methodologies.
- 4. Familiarity With Customer Service Best Practices And Performance Metrics.
Other Requirements:
- 1. Optional But Valuable Certifications: Qualys Certified Specialist, Soc Analyst Certification