Senior Administrator - Service Assurance/ Program Mgmt. Tools

About the role

This role is responsible for delivering advanced technical support and troubleshooting for service assurance and program management tools. The individual addresses complex incidents escalated by analysts, performs root cause analysis, and implements technical and security solutions to ensure operational excellence and customer satisfaction.

What you'll do

• Provide advanced technical support using service assurance and program management tools to resolve complex incidents escalated by team members
• Conduct root cause analysis using monitoring and diagnostic tools to identify and address technical and security issues, ensuring alignment with organizational policies
• Implement solutions and corrective actions for technical and security incidents, minimizing the risk of case reopens and ensuring adherence to SLA commitments
• Update and manage the internal knowledge base with actionable troubleshooting guides and best practices for service assurance tools
• Coach analysts and support onboarding of new team members through training sessions focused on effective tool usage and issue resolution processes

What you need

• Root cause analysis
• JIRA
• ServiceNow
• Compliance
• Any graduate

Good to have

• ITIL