LEAD ADMINISTRATOR L1

Role purpose

Incident and service management

• Resolve high-priority P2 incidents through advanced troubleshooting and root cause analysis.
• Ensure SLA compliance and proactive escalation management for assigned technology areas.
• Collaborate with team members to resolve open tickets and service requests.

Performance and improvements

• Analyze system performance data and coordinate findings on system behavior.
• Support capacity planning initiatives to improve system efficiency.
• Create mitigation measures and evaluate new tools or improvements with technical teams.

Disaster recovery and security

• Perform security assessments and disaster recovery drills.
• Implement controls required to comply with established security standards.

Reporting and knowledge management

• Participate in weekly and monthly service review meetings and communicate performance and issue updates.
• Update SOPs, knowledge articles, and the knowledge repository for future ticket resolution.

Mandatory requirement

• Microsoft Intune experience is mandatory.
• Five to eight years of relevant experience is required.

Relevant experience

• Experience with high-priority incident resolution, advanced troubleshooting, root cause analysis, and SLA management is required.
• Experience with system performance improvement, disaster recovery, security assessments, and stakeholder collaboration is required.