L3 System Administrator – Incident & Service Request Management

About the role

The L3 Administrator is responsible for resolving high‑priority incident tickets and fulfilling service requests while supporting incident analysis, change request execution, 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.
• Prepare change requests aligned with incident priority, present them for approval with rollback plans, execute approved changes, and document outcomes.
• Analyse incidents to support root‑cause analysis and contribute to mitigation and service‑improvement plans.

Required profile

• 3–5 years of experience in IT administration.
• Proven ability to work within defined SLA frameworks and handle incident triage.

Required skills

• Windows Server Administration

What we offer

• Opportunity to work for a global digital transformation leader.
• Exposure to end‑to‑end service management processes.