The Support Operations Administrator plays a critical role in ensuring seamless operations by independently resolving technical issues, providing on-call support, and conducting thorough root cause analyses. This role is essential in maintaining high-quality service standards and enhancing customer satisfaction through effective ticket management and proactive support initiatives.
Key Responsibilities
1. Provide Expert Support And Troubleshooting For Oracle Identity Manager, Ensuring Timely Resolution Of Incidents And Adherence To Quality Standards.
2. Conduct Vulnerability Assessments And Penetration Testing (Vapt) To Identify Security Risks And Recommend Mitigation Strategies, Enhancing System Integrity.
3. Manage And Resolve Support Tickets Within Agreed Slas, Focusing On First Call Resolution To Minimize Customer Impact And Enhance Satisfaction.
4.
Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, Contributing To Continuous Improvement In Support Processes.
5. Train And Mentor Recent Analysts, Fostering A Culture Of Knowledge Sharing And Enhancing Team Capabilities In Support Operations.
Skill Requirements
1. Proficient In Oracle Identity Manager With Solid Knowledge Of Its Configuration And Management.
2. Strong Understanding Of Vapt Methodologies And Security Best Practices.
3. Excellent Problem-Solving Skills And Ability To Analyze Root Causes Independently.
4. Familiarity With Ticketing Systems And Sla Management.
5. Effective Communication Skills For Customer Interactions And Team Collaboration.
Other Requirements
1. Optional But Valuable Certifications: Oracle Certified Professional (Ocp) In Oracle Identity Manager, Certified Ethical Hacker (Ceh)