Sr Administrator (Support & Operations)

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: SD, root cause analysis, technical support, security issues, Knowledge base management, coaching, audits, data analysis, dashboard publishing

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

Key Responsibilities
To adhere to quality standards, regulatory requirements and company policies.
To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.




To ensure positive customer experience and CSAT through First Call Resolution, minimum rejected resolutions / reopen Cases and mitigating security threats.

Skill Requirements
The ideal candidate should possess:
Solid process knowledge of SD with mi

Other Requirements
Roles and Responsibilities
Daily audits followed by coaching and feedback
Daily Analysis followed by coaching and feedback
Publishing dashboard and trend of audit/analysis-weekly/monthly
Tracking progress of agents
Developing briefings basis common findings from audits/analysis fortnightly
Coming up with Process Level Improvement along with taking those to closure
Weekly/Monthly Technical Audit and CSAT review calls

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