Sr Administrator (Support & Operations)

To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
• To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.