The Support Administrator for Commvault and Azure plays a critical role in ensuring seamless operations and customer satisfaction. This position involves independently resolving technical issues, providing on-call support, and conducting thorough root cause analyses. The successful candidate will actively contribute to the continuous improvement of support processes, enhancing customer experience and operational efficiency.
Key Responsibilities
1. Provide On-Call Support By Troubleshooting And Resolving Escalated Issues Using Commvault And Azure Technologies, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis For Incidents To Identify Underlying Problems And Recommend Solutions, Contributing To Long-Term Operational Improvements.
3. Actively Participate In Knowledge Base Management By Updating Documentation And Creating Recent Entries Based On Resolved Issues, Ensuring That The Team Has Access To Relevant Information.
4.
Proactively Train And Coach New Analysts And Freshers On Commvault And Azure Best Practices, Fostering A Collaborative Learning Environment.
5. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla), Focusing On Efficiency And Maintaining High Standards Of Service Delivery.
6. Enhance Customer Satisfaction And Experience By Achieving First Call Resolution For Inquiries, Minimizing Rejected Resolutions, And Reducing Case Reopen Rates.
Skill Requirements
1. Proficient In Commvault Administration And Azure Services
2. Strong Analytical And Problem-Solving Skills
3. Familiarity With Itil Practices And Support Ticketing Systems
4. Excellent Communication And Interpersonal Skills
5. Basic Understanding Of Data Backup And Recovery Processes
Other Requirements
1. Optional But Valuable Certifications: Commvault Certified Professional, Microsoft Certified: Azure Fundamental
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