SeniorAdministrator - Mainframe Automation Tools

Job Summary As a Senior Administrator in Support & Operations, you will play a crucial role in delivering advanced technical support and solutions for Mainframe and Message Automation systems. Your expertise will be essential in troubleshooting complex incidents, conducting root cause analyses, and ensuring a high level of customer satisfaction. You will also contribute to operational excellence by mentoring team members and maintaining quality standards. Key Responsibilities 1. Provide Advanced Technical Support For Automation And Message Automation Systems By Conducting Root Cause Analysis And Implementing Effective Solutions To Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements. 2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Enhancing Operational Efficiency And Maintaining A Robust Security Posture. 3. Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Improve Overall Team Performance And Knowledge Retention. 4. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) Through First Call Resolution Initiatives, Minimizing Rejected Resolutions, And Effectively Addressing Security Threats. 5. Advocate For Continuous Improvement By Analyzing Incident Trends And Implementing Proactive Measures To Mitigate Future Technical And Security Issues.