Responsibilities‍

• Manage client requests via customer support portal, email, phone, and video calls
• Work with the client to establish the right priority of the issues
• Ensure that all service requests are responded to as per the defined SLAs
• Validate customer reported issues in customer production environment
• Diagnose and troubleshoot incidents across a wide array of services and functional areas
• Drive issues and problems toresolution
• Perform Root Cause Analysis of issues
• Escalate to internal teams as needed
• Understand client’s enhancements request and work with the R&D team to prioritise these requests
• Monitor the system
• Configuration management of applications
• Provide user training as needed
• Participate in calls between the client and the implementation or R&D team

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