L3 Administrator – Incident & Service Request Management

About the role

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Key responsibilities

• Perform initial triage for high‑priority (P2) incident tickets and resolve priority (P3) tickets within defined SLAs.
• Create and maintain incident logs, documenting observations and root causes.
• Fulfil software, hardware and network service requests on time, ensuring quality and SLA compliance.
• Monitor SLA timelines for high‑priority tickets, escalating when necessary and participating in service review meetings.
• Create, present and execute change requests with rollback plans, documenting post‑implementation outcomes.
• Analyse incidents to support root‑cause analysis and develop mitigation actions to reduce repeat occurrences.

Required profile

• 3‑5 years of experience in Windows Server administration and incident management.
• Proven ability to meet SLA targets, perform root‑cause analysis and contribute to continuous service improvement.