ADMINISTRATOR L3

Role Purpose

Incident and Request Management

• Perform initial triage for high-priority P2 incident tickets and resolve priority P3 incidents within defined SLAs.
• Create incident logs and document observations and related root causes to support evaluation of mitigation measures.
• Fulfill software, hardware, and network service requests within agreed timelines while maintaining quality and accuracy.
• Monitor SLA timelines for high-priority P2 incidents, escalate as needed, and participate in service review meetings.

Change Request Execution

• Create change requests according to incident priority and defined guidelines.
• Present changes for approval with rollback plans in change approval meetings.
• Execute approved changes and document post-implementation outcomes.

Incident Analysis and Improvement

• Analyze the nature of incidents to support root-cause analysis and related service improvement plans.
• Contribute to mitigation actions that reduce repeat incidents by identifying patterns in recurring issues.