Sr Administrator (Support & Operations)

This senior support administrator role is centered on delivering advanced technical support, in-depth troubleshooting, and root cause analysis to drive positive customer outcomes. You will handle complex incidents escalated by analysts, identifying root causes and implementing robust solutions for both technical and security challenges. Collaborating with other support teams to ensure seamless operations and a solid security posture is essential. The role also involves resolving complex tickets within agreed SLAs, maintaining high First Call Resolution rates, and minimizing rejected resolutions and reopened cases. Beyond direct support, you will contribute to knowledge base updates, train new joiners, and coach analysts to elevate team performance and mitigate security threats proactively.