- Perform detailed first-line investigations on technical queries using tools including Grafana, Portals, Quicksight, and Snowflake.
- Identify and escalate issues and incidents to L2 technical teams or third-party partners based on initial investigation.
- Investigate out-of-hours merchant incidents and alerts, triggering incident management processes when necessary.
- Handle merchant communications, including phone and written updates regarding incidents.
- Collaborate effectively with internal departments including Product, Implementations, and Tech.
- Maintain effective shift handovers and participate in team stand-ups.
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