The Tools & Automation Administrator plays a critical role in maintaining and enhancing the operational efficiency of tools within the organization. This position is focused on independently resolving technical issues, providing on-call support, and conducting root cause analyses, all aimed at ensuring a high level of customer satisfaction and adherence to quality standards.
Key Responsibilities
1. Provide Technical Support And Resolutions By Utilizing Jenkins And Powershell To Automate Processes, Ensuring Compliance With Quality Standards And Company Policies.
2. Conduct Root Cause Analysis Of Escalated Issues Using Powershell Scripts And Jenkins Pipelines To Identify And Implement Effective Solutions.
3. Enhance Team Knowledge By Creating And Managing A Knowledge Base, Providing Training For Recent Hires, And Coaching Analysts On Best Practices In Automation And Tools Usage.
4. Independently Resolve Technical Tickets Within The Agreed Sla By Leveraging Automation Tools Like Jenkins For Deployment And Troubleshooting.
5.
Achieve A Positive Customer Experience By Ensuring First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases Through Effective Problem-Solving Techniques.
Skill Requirements
1. Proficiency In Jenkins For Ci/Cd Automation
2. Strong Knowledge Of Powershell Scripting For Task Automation
3. Familiarity With Python And Ansible For Configuration Management
4. Understanding Of It Service Management And Ticket Resolution Processes
Other Requirements
1. Optional But Valuable: Itil Certification
2. Optional But Valuable: Certified Jenkins Engineer