- Provide technical application, API, and network connectivity support to Sales, business users, and institutional and retail customers.
- Identify and resolve production incidents, taking end-to-end ownership and coordinating with technical and business support teams.
- Escalate and resolve incidents in a timely manner.
- Own release activities, participate in audit reviews, and execute BCP exercises.
- Maintain process management in line with ITIL practices, SLAs, and client expectations.
- Monitor and automate application and infrastructure alerts to support system stability and uptime.
- Maintain the knowledge repository and standard operating procedure documentation.
- Identify process improvements, optimize workflows, automate manual tasks, and improve service levels.
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