Lead Administrator L1

Role overview

The Lead Administrator L1 position is designed to manage and resolve high-priority technical incidents using advanced troubleshooting methods. The role demands adherence to SLA requirements, analysis of system performance trends, and the formulation of mitigation strategies in collaboration with various stakeholders.

Key responsibilities

• Handle and resolve priority 2 incidents by conducting in-depth root cause analysis to guarantee swift ticket closure.
• Monitor SLA compliance within the allotted technology domains and manage escalations proactively.
• Examine system performance information, support capacity planning efforts, and optimize system efficiency.
• Develop and implement system improvements by assessing new tools and working jointly with technical teams.
• Conduct security assessments and disaster recovery drills, ensuring control measures align with security standards.
• Engage in periodic service review meetings to report on performance metrics and maintain transparent communication with stakeholders.
• Work collaboratively within the team to address open tickets and service requests.
• Maintain and update knowledge resources including SOPs and knowledge base articles to facilitate future issue resolution.

Mandatory qualifications and experience

• Proficiency in ServiceNow CMDB Administration.
• Experience ranging between 5 to 8 years.

About the company and career growth

The company is actively undergoing digital transformation, encouraging employees to continuously reinvent themselves and their careers. Emphasis is placed on adapting in a dynamic environment driven by purpose and opportunity for personal and professional evolution.