- Monitor high-priority tickets and escalated issues, ensuring timely resolution within SLA. - Triage incidents, escalate appropriately, and perform root cause analysis for recurring issues. - Serve as primary contact between support and delivery teams to ensure smooth information flow. - Facilitate stakeholder engagement and provide performance reporting to senior management. - Manage vendor relationships, conduct governance meetings, and ensure vendor alignment with business needs. - Identify areas for process improvement, implement solutions, and maintain documentation and knowledge management for efficient platform support.