Lead Administrator L1

About the role

The Lead Administrator L1 is responsible for resolving high‑priority incidents, ensuring SLA compliance, and driving system performance improvements. You will work closely with internal and external stakeholders to analyse trends, implement mitigation measures, and support disaster‑recovery activities.

Key responsibilities

• Triaging and resolving P2 tickets with advanced troubleshooting and root‑cause analysis.
• Monitoring SLA adherence for assigned technology areas and managing proactive escalations.
• Analyzing system performance data, supporting capacity planning and optimisation initiatives.
• Creating and evaluating mitigation measures, collaborating with technical teams on new tools and improvements.
• Conducting security assessments, recovery drills and implementing controls to meet security standards.
• Participating in weekly and monthly service review meetings, providing performance updates and stakeholder communication.
• Collaborating with team members to close open tickets and service requests.
• Maintaining and updating SOPs, knowledge articles and the knowledge repository.

Required profile

• 5‑8 years of experience in IT service administration and incident management.
• Proven ability to perform advanced troubleshooting and root‑cause analysis.
• Strong understanding of SLA management and proactive escalation processes.
• Experience with performance tuning, capacity planning and system optimisation.
• Knowledge of disaster‑recovery procedures and security compliance.
• Effective communication skills for stakeholder engagement and team collaboration.

Required skills

• ServiceNow CMDB Administration

What we offer

• Opportunity to work in a leading digital transformation partner.
• Collaborative environment focused on continuous learning and innovation.