Lead Administrator (Tools & Automation)

Job Summary

This role combines responsibilities across Incident Management, Problem Management, and Change Management within an ITIL-based service management framework. The resource ensures service stability, drives root cause elimination, and governs controlled IT changes while maintaining SLA compliance and minimizing business impact.

Key Responsibilities

Incident Management:

• Lead major incident management (MIM) calls and restoration activities
• Ensure SLA adherence and proper incident prioritization
• Coordinate with resolver teams for quick resolution
• Provide executive-level communication during outages Problem Management:
• Perform root cause analysis (RCA) for recurring incidents
• Track and manage problem records in Service Now
• Identify trends and implement preventive actions
• Maintain Known Error Database (KEDB) Change Management:
• Govern change lifecycle (standard, normal, emergency) - Conduct CAB meetings and approvals
• Assess risk/impact of changes
• Ensure change success rate and compliance

Skill Requirements

• Strong ITIL knowledge (Incident, Problem, Change) - Experience with Service Now or similar ITSM tools
• Good stakeholder communication
• Analytical and problem-solving skills
• Ability to handle high-priority incidents

Other Requirements

NA