Sr Administrator (Support & Operations)

This senior-level support role focuses on providing advanced technical support, troubleshooting, and performing root cause analysis to ensure high customer satisfaction. You will handle complex incidents escalated by junior analysts, implementing effective solutions to resolve both technical and security-related issues. The position requires resolving complex tickets within agreed SLAs while collaborating with other support teams to maintain seamless operations and a strong security posture. You will also contribute to knowledge base updates and management, train new team members, and coach analysts to improve overall team capability. Ensuring positive customer experience through First Call Resolution, minimizing rejected resolutions and reopened cases, and mitigating security threats are core expectations of this role.