LEAD ADMINISTRATOR L1

Role Purpose:
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.

Areas of Responsibility:
- 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.

Mandatory Skills: Linux Admin.
Experience: 5-8 Years.