Lead Administrator (Support &Operations)

Job description

Lead Administrator (Support &Operations) Sri Lanka Lead Administrator (Support &Operations) Colombo, Western Job Summary To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations. 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 null Other Requirements null