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The Administrator position in Cary, North Carolina, is a critical role within the INFRA entity, focusing on providing exceptional support for on-call escalations and conducting thorough root cause analyses of issues as they arise. The successful candidate will be responsible for independently resolving tickets within the agreed Service Level Agreements (SLAs) regarding ticket volume and resolution time. This role requires a strong adherence to quality standards, regulatory requirements, and company policies to ensure compliance and operational excellence. In addition to ticket resolution, the Administrator will engage in value-adding activities such as updating and managing the knowledge base, training new hires, and coaching analysts to enhance team performance. A key aspect of this role is to ensure a positive customer experience, which is measured through Customer Satisfaction (CSAT) metrics. The Administrator will strive for First Call Resolution and aim to minimize rejected resolutions or reopened cases, thereby contributing to the overall efficiency and effectiveness of the support team. This position is ideal for individuals with a background in data center operations and network data management, who are looking to leverage their technical skills in a dynamic environment. The role offers an opportunity to make a significant impact on customer satisfaction and operational success while working collaboratively with a team of dedicated professionals.
