Senior Administrator - Critical Incident Management
This role focuses on providing advanced technical support for critical incidents by applying ITIL methodologies and conducting thorough root cause analysis to resolve technical and security issues effectively. You will collaborate with analysts to address escalated incidents, ensuring timely resolution within agreed SLAs while maintaining high service quality standards. Responsibilities include managing and updating the knowledge base by documenting solutions and best practices, facilitating training sessions for new team members, and coaching analysts on effective incident resolution techniques. You will implement proactive measures to enhance operational security and mitigate risks by coordinating with various support teams and ensuring compliance with quality and regulatory requirements. Driving positive customer experiences through achieving first call resolution targets, minimizing rejected resolutions and case reopenings, and maintaining high customer satisfaction through effective communication is essential.
