Sr Administrator (Support & Operations)

This senior administrator role focuses on delivering advanced technical support, troubleshooting, and root cause analysis to maintain high customer satisfaction. You will handle complex incidents escalated by analysts, diagnose underlying causes, and implement effective solutions to resolve both technical and security issues. The role requires adherence to quality standards, regulatory requirements, and company policies while resolving tickets within agreed SLAs. You will collaborate with other support teams to ensure seamless operations and a strong security posture. Additional responsibilities include updating and managing the knowledge base, training new team members, and coaching analysts. Success is measured through first call resolution rates, minimal rejected resolutions or reopened cases, and effective mitigation of security threats to ensure a positive customer experience and high CSAT scores.