Administrator - Monitoring Tools, Event Monitoring

About the role

The Tools & Automation Administrator plays a crucial role in ensuring seamless monitoring and support operations within the organization. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis, all aimed at enhancing customer satisfaction and operational efficiency.

What you'll do

• Monitor And Analyze System Performance Using Integrated Command Center Tools, Ensuring Adherence To Quality Standards, Regulatory Requirements, And Company Policies
• Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Related To Event Monitoring
• Engage In Value-Adding Activities, Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities
• Independently Resolve Tickets Within Agreed Slas, Managing Ticket Volume And Response Times Effectively To Ensure Operational Efficiency
• Ensure A Positive Customer Experience And High Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases

What you need

• Root cause analysis

Good to have

• ITIL