Administrator - Thycotic Privilege Manager, Azure Active Directory

Administrator - Thycotic Privilege Manager, Azure Active Directory

Lucknow, Uttar Pradesh

Job Summary

The Support Operations Administrator plays a crucial role in ensuring the smooth functioning of support activities by independently resolving tickets and providing on-call support. This position emphasizes root cause analysis and customer satisfaction, contributing to the organization's commitment to quality service delivery.

Key Responsibilities

• Provide Technical Support And Solutions By Utilizing Beyondtrust And Active Directory To Independently Resolve Tickets Within Agreed Sla, Ensuring Efficient Ticket Volume And Response Times.

• Conduct Root Cause Analysis For Escalated Issues, Leveraging Thycotic Privilege Manager And Beyondtrust Password Safe To Identify And Implement Corrective Actions.

• Facilitate Knowledge Management By Updating And Maintaining Documentation, Enhancing The Knowledge Base, And Ensuring Accurate Information Is Available For Reference.

• Coach And Train New Analysts On Operational Procedures And Best Practices Related To Avecto And Privilege Management Tools, Fostering A Culture Of Continuous Improvement.

• Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Enhancing Customer Satisfaction And Feedback.

Skill Requirements

• Proficient In Beyondtrust And Active Directory With Solid Understanding Of Their Functionalities.

• Familiarity With Thycotic Privilege Manager And Beyondtrust Password Safe.

• Experience With Avecto For Endpoint Privilege Management.

• Strong Analytical Skills With The Ability To Perform Root Cause Analysis Effectively.

• Basic Knowledge Of Quality Standards And Regulatory Requirements In Support Operations.

Other Requirements

• Relevant Certifications In It Service Management Or Support Operations, Such As Itil Foundation (Optional But Valuable)