Sr Administrator (Support & Operations)

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: ITIL Incident Management, ITIL Change Management, ITSM tools, ServiceNow, Remedy, Cherwell, Windows, Unix/Linux, SCOM, Nagios, stakeholder management

Job Summary
To offer advanced technical support, troubleshooting and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats.

Key Responsibilities – Incident Management




- Manage end-to-end incident lifecycle including major incidents (P1/P2)
- Lead Major Incident bridge calls and ensure timely resolution
- Coordinate with infrastructure, application, and vendor teams
- Ensure SLA, OLA, and KPI adherence
- Perform Root Cause Analysis (RCA) and post-incident reviews
- Maintain accurate incident documentation in ITSM tools

Key Responsibilities – Change Management
- Manage Standard, Normal, and Emergency changes
- Validate risk, impact analysis, and backout plans
- Facilitate CAB and Emergency CAB meetings
- Monitor change implementation and closure
- Track change success and failure metrics

Skill Requirements
Skills & Qualifications:
- Robust ITIL Incident and Change Management knowledge
- Experience with ITSM tools like ServiceNow, Remedy, or Cherwell
- Understanding of Windows, Unix/Linux environments
- Exposure to monitoring tools such as SCOM or Nagios
- Excellent communication and stakeholder management skills

Other Requirements
Certifications (Preferred):
ITIL v3 / ITIL 4 Foundation, ServiceNow or ITSM certification

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