Senior Administrator - Program & Project Management
This role is pivotal in ensuring high-quality technical support and operational efficiency within the organization. You will provide advanced technical support for complex incidents escalated by analysts, performing root cause analysis and implementing effective solutions to resolve technical and security issues. Responsibilities include adhering to quality standards and regulatory requirements by implementing company policies across all support operations and project execution tasks. You will manage and update the knowledge base, train new team members, and coach analysts to enhance overall team performance. The role requires resolving complex support tickets within agreed SLAs by collaborating with cross-functional support teams to maintain seamless operations and a strong security posture. A key focus is enhancing customer experience and achieving high CSAT scores through first call resolution, minimizing rejected resolutions, and proactively mitigating security threats. ITIL Foundation or PMP certification is valuable.
