LEAD ADMINISTRATOR L1

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

Triaging and resolution of tickets: Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.

SLA Monitoring: Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization: Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.

Perform system Improvements: Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.

Handling disaster recovery: Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.

Reporting and stakeholder engagement: Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.

Team Management: Collaborate with team members to resolve open tickets and service requests.

Knowledge base and continuous learning: Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.