Lead Administrator (Support &Operations)

Job Summary

1. Engage and coordinate in implementing the problem management process 2. Apply standard problem management techniques to establish permanent/workaround to complex issue. 3. Reviewing RCA’s from logical and quality prospective 4. Following 5 why’s technique in determining the Root cause of the issue 5. Standardize and active engagement in governance of the problem processes. 6. Running and managing monthly Problem management board and RCA’s review meetings. 7. Managing proactive and reactive problem management through service now on daily basis. 8. Getting involved in analyzing the Incident trends on daily basis and sharing reports/findings with relevant stakeholders. 9. Driving Service Level Adherence for P1 problem tickets in terms of submitting RCA’s with relevant stakeholders within the stipulated time frame. 10. Working on weekly & monthly, internal and external D&Os;\n

Key Responsibilities

1. Engage and coordinate in implementing the problem management process 2. Apply standard problem management techniques to establish permanent/workaround to complex issue. 3. Reviewing RCA’s from logical and quality prospective 4. Following 5 why’s technique in determining the Root cause of the issue 5. Standardize and active engagement in governance of the problem processes. 6. Running and managing monthly Problem management board and RCA’s review meetings. 7. Managing proactive and reactive problem management through service now on daily basis. 8. Getting involved in analyzing the Incident trends on daily basis and sharing reports/findings with relevant stakeholders. 9. Driving Service Level Adherence for P1 problem tickets in terms of submitting RCA’s with relevant stakeholders within the stipulated time frame. 10. Working on weekly & monthly, internal and external D&Os;\n

Skill Requirements

• ITIL Foundation is a must, ITIL Intermediate is preferred • Exceptional Customer service skills and client focus • Coordination, negotiation, and persuasion skills • Ability to work with all levels of client and internal resources • Strong oral and written communication skills with the ability to communicate technical information in non-technical language

Other Requirements

ITIL V4 certification