Lead Administrator (Support &Operations)

Job Summary

1. Monitor incident queue for various support groups and follow up on ageing tickets

2. Establish incident resolution ownership in case of complex incidents, scenarios where ownership is disputed

3. Identify the shift left opportunities for reduction of the incidents, coordinate with relevant parties to demonstrate reduction in incident tickets

4. Periodically review the quality of information provided in incident tickets and take corrective action

5. Invoke escalations in cases where supplier is not cooperating

6. Provide continuous recommendations to Customer Incident process owner and interfacing Process Owners on improving the ITSM processes (both incident management and interfacing processes), policies and Service Now configuration. Drive and support ITSM process improvements

7. End to end orchestration of Major incidents

8. Service Now report and dashboard creation, maintenance, updates, clean-up and other related activities

9. Establish and operationalize periodic incident management reporting structure, cadence (daily, weekly, monthly, other), necessary means, execute and support related activities

10. Create, update, maintain related process documentation

Key Responsibilities

1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Skill Requirements

• Incident Manager
• ITSM

Other Requirements

• Incident Manager
• ITSM