Senior Support & Operations Administrator (Tech & Security)

Sapsf; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Sapsf is seeking a Sr Administrator (Support & Operations) to provide advanced technical support, troubleshoot complex incidents, and perform root cause analysis to ensure positive customer feedback. You will adhere to quality standards, regulatory requirements, and company policies while updating knowledge bases, training new analysts, and coaching the team to strengthen security posture.

The role emphasizes resolving tickets within SLAs, collaborating with cross functional teams, and

Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
• To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
• To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Job description

Sapsf is seeking a Sr Administrator (Support & Operations) to provide advanced technical support, troubleshoot complex incidents, and perform root cause analysis to ensure positive customer feedback. You will adhere to quality standards, regulatory requirements, and company policies while updating knowledge bases, training new analysts, and coaching the team to strengthen security posture.

The role emphasizes resolving tickets within SLAs, collaborating with cross functional teams, and