Lead Administrator (Support & Operations)

This Lead Administrator role in Support and Operations focuses on diagnosing and resolving complex technical issues that impact business operations, while championing ITIL practices, security standards, and data privacy compliance. You will handle escalated incidents from analysts, perform root cause analysis, and implement comprehensive solutions for technical and security challenges. The role involves maintaining a thorough knowledge base, mentoring junior analysts, and delivering structured training programs for freshers to build their technical capabilities. You will proactively identify and remediate potential security vulnerabilities to protect customer data and prevent incidents before they escalate. Contributing to high CSAT scores through fast, accurate, and secure issue resolutions is a key performance measure for this position.