Sr Administrator (Support & Operations)

About the role

The KM/QA L2 Analyst is responsible for driving service quality, process compliance, and knowledge management maturity across Service Desk, DSS, and End User Computing operations. The role focuses on performing quality audits, identifying improvement opportunities, maintaining knowledge repositories, driving process adherence, and supporting continuous service improvement initiatives.

What you'll do

• Quality Assurance & Compliance
• Conduct quality audits of incidents, service requests, calls, chats, and email interactions
• Evaluate analyst performance against defined quality standards, SOPs, and process guidelines
• Monitor SLA compliance, ticket hygiene, documentation quality, and adherence to ITIL practices
• Identify quality trends, gaps, and recurring issues and recommend corrective actions

What you need

• 4–6 yrs of experience
• Reporting
• SOP writing
• Six Sigma
• Excel
• Lean
• Documentation
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ITIL
• Root cause analysis
• Power BI
• ServiceNow