Job Summary

The Sr Administrator (Tools & Automation) plays a crucial role in delivering advanced technical support and troubleshooting expertise. This position focuses on conducting root cause analysis and implementing effective solutions to ensure a secure operational environment while enhancing customer satisfaction and compliance with quality standards.

Key Responsibilities

1. Provide Advanced Technical Guidance By Utilizing Powershell And Python To Automate Processes And Improve Operational Efficiency, Adhering To Quality Standards And Regulatory Requirements.
2. Troubleshoot And Resolve Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Security Solutions To Mitigate Risks.
3. Enhance Knowledge Management By Updating And Maintaining The Knowledge Base, As Well As Conducting Training Sessions For New Team Members And Coaching Analysts On Best Practices.
4. Resolve Complex Support Tickets Within Agreed Slas Using Powershell And Python Scripts To Streamline Workflows, While Collaborating With Cross-Functional Teams To Maintain A Robust Security Posture.
5. Ensure Positive Customer Experiences By Achieving High First Call Resolution Rates, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Addressing Security Threats.

Skill Requirements

1. Proficient In Powershell And Python For Scripting And Automation Tasks.
2. Solid Understanding Of It Service Management Principles And Security Best Practices.
3. Experience In Troubleshooting Complex Technical Issues And Performing Root Cause Analysis.
4. Familiar With Knowledge Management Processes And Training Methodologies.

Other Requirements

1. Optional But Valuable Certifications: Itil Foundation, Microsoft Certified: Azure Administrator Associate, Or Comptia Security+