Sr Administrator (Support & Operations)

This Senior Administrator role in Support and Operations is responsible for delivering advanced technical support, troubleshooting complex incidents, and conducting root cause analysis to ensure consistently positive customer outcomes. You will handle escalations from analysts, implement effective resolutions for technical and security issues, and work within defined SLAs to maintain seamless operations. The position also requires contributing to value-added activities including knowledge base maintenance, onboarding and training of fresher team members, and coaching analysts to improve their technical proficiency. Maintaining high CSAT scores through first-call resolution, minimizing case reopenings, and proactively mitigating security threats are key performance expectations. Adherence to company policies, quality standards, and regulatory requirements is mandatory throughout.