About the job
Key Responsibilities:
• Manage and resolve support tickets, delivering Tier II assistance to internal and external clients.
• Troubleshoot systems issues across all environments.
• Utilize real-time monitoring tools to oversee system performance.
• Proactively identify, report, track, document, and communicate errors and potential issues.
• Provide both verbal and written status updates to stakeholders.
• Collaborate with the project delivery team to convey customer requirements and facilitate updates to production.
• Execute daily checks and processes, prioritizing customer-impacting, time-sensitive issues.
• Assist in identifying and defining new features and enhancements to improve supported systems.
• Review support models and processes in partnership with internal/external stakeholders, implementing necessary updates.
• Offer on-call support as required.
• Train team members as needed.
• Perform additional duties as assigned.
• Adhere to all relevant policies and standards.

