Lead Administrator L1 – Incident Management & Performance

About the role

The Lead Administrator L1 is responsible for resolving high‑priority incidents, ensuring SLA compliance, and driving system performance improvements. This role works closely with internal and external stakeholders to analyse trends and implement mitigation measures.

Key responsibilities

• Triaging and resolving high‑priority (P2) incident tickets with advanced troubleshooting and root‑cause analysis.
• Monitoring SLA compliance for assigned technology areas and managing proactive escalations.
• Analyzing system performance data, coordinating findings, and supporting capacity‑planning initiatives.
• Creating and evaluating mitigation measures, including new tools and process improvements.
• Conducting security assessments, disaster‑recovery drills, and implementing required controls.
• Participating in weekly and monthly service review meetings, providing performance updates and issue reports.
• Collaborating with team members to resolve open tickets and service requests.
• Contributing to SOPs, knowledge articles, and maintaining the knowledge repository.

Required profile

• 5–8 years of experience in IT operations, incident management, or related fields.
• Proven ability to handle high‑priority incidents and meet SLA targets.
• Strong analytical skills for performance trend analysis and capacity planning.
• Experience coordinating with technical teams and stakeholders to implement improvements.
• Familiarity with disaster‑recovery processes and security compliance standards.

Required skills

• Network Data Administration