Responsibilities

• Provide exceptional service to clients by proactively identifying and resolving technical incidents.
• Pre‑emptively resolve service incidents, conduct product reviews, and implement operational improvements.
• Manage high‑complexity tickets, perform advanced tasks, and ensure zero missed SLA conditions.
• Mentor junior team members and coach L2 teams on advanced troubleshooting techniques.
• Collaborate across technology domains such as Cloud, Security, Networking, and Applications.
• Use monitoring tools to respond to alerts and identify issues before they become problems.
• Log incidents with required detail, analyze, assign, and escalated support calls.
• Identify opportunities for optimization and automation, providing continuous feedback to clients and affected parties.
• Create knowledge articles for frequent tasks/issues and train junior team members in their use.
• Provide input...