Sr Administrator (Support & Operations)

This senior administrator role is centered on providing advanced technical support, performing in-depth troubleshooting, and conducting root cause analysis to ensure positive customer feedback. You will handle complex incidents escalated by analysts and implement solutions to resolve both technical and security-related issues. The position requires strict adherence to quality standards, regulatory requirements, and organizational policies. You are expected to resolve complex tickets within agreed SLAs while collaborating with other support teams to maintain seamless operations and a robust security posture. Value-adding activities such as knowledge base updates and management, training new joiners, and coaching analysts are integral to this role. Customer experience and CSAT are driven through first call resolution, minimizing rejected resolutions and reopened cases, and proactively mitigating security threats.