• Overall responsibility for L2 technical support (Incident, Problem, Critical Changes)
• Driving Change management , approvals, monitoring of effective change execution
• Acts as single point of Technical contact during Technical Escalation Management
• Able to Perform Audits on Customer and recommend the Best Practices.
• Experience in documenting / reviewing SOPs, upgrade drafts, and change reports.
• Perform Incident Management Including Service Request and Restoration for Major/High severity Tickets.
• Understanding customer requirement and conducting POC \ Demos for new customers and solutions.
• Experience in Risk Analysis, Mitigation, Migration and Transformation.
• Mentoring & training to team competency enhancement
• Support Business Based on Organisation requirement.
• Practice of the English language and management of the customer relationship in an international context (written and oral English essential).
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