Sr Administrator (Support & Operations)- DWP UCC Network Voice

PARKAR DIGITAL PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading tech solutions company in Singapore is seeking a Senior Administrator to provide advanced technical support and troubleshooting within the DWP UCC Network. This role focuses on resolving complex incidents, conducting root cause analysis, and mentoring junior analysts. Candidates should have strong expertise in incident management, excellent communication skills, and a solid understanding of security principles. This position offers opportunities for continuous improvement and high customer satisfaction.

Qualifications

• Strong expertise in advanced technical troubleshooting and incident management.
• Proven experience in handling escalated and complex support cases, including root cause analysis.
• Good understanding of security principles and compliance requirements.

Responsibilities

• Provide advanced support for complex and escalated incidents with in-depth root cause analysis.
• Work on knowledge base creation, documentation, and process improvements.
• Coach and mentor junior analysts and provide training.

Skills

Advanced technical troubleshooting

Incident management

Root cause analysis

Security principles

Knowledge management

Analytical skills

Communication skills

Job description

Job Summary

The Sr Administrator (Support & Operations)- DWP UCC Network Voice will be responsible for providing advanced technical support, troubleshooting complex incidents, and performing root cause analysis to ensure system stability, security, and a positive customer experience. The role focuses on resolving escalated issues efficiently while contributing to continuous improvement through knowledge sharing, training, and process optimization.

Key Responsibilities

• Adhere to quality standards, regulatory requirements, and company policies at all times.
• Provide advanced support for complex and escalated technical and security incidents, including in-depth root cause analysis and implementation of permanent fixes.
• Resolve complex tickets within agreed SLAs and collaborate with cross-functional support teams to ensure seamless operations and a strong security posture.
• Work on value-adding initiatives such as knowledge base creation and management, documentation, and process improvements.
• Coach and mentor junior analysts and freshers, including providing training and on-the-job guidance.
• Ensure a positive customer experience and high CSAT by achieving First Call Resolution, minimizing rejected resolutions and reopened cases, and proactively mitigating security risks.

Skill Requirements

• Strong expertise in advanced technical troubleshooting and incident management.
• Proven experience in handling escalated and complex support cases, including root cause analysis.
• Good understanding of security principles, incident mitigation, and compliance requirements.
• Ability to work collaboratively with multiple support and technical teams.
• Experience in knowledge management, documentation, and training delivery.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills to effectively interact with customers, peers, and stakeholders.