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
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.

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 settings
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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