Job Purpose:

The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.

Key Responsibilities:

Main and single point of contact for power users, customer-centric and business-oriented (feedback and follow-up).Coordination of ticket resolution with internal, external and vendors teams.Event- and Incident Management.Escalation Management.Automation and monitoring processes for alerts to proactively spot issues before the customer.High-Level Business Impact Analysis.Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).Trend analysis to address root causes.Continuous service improvement to reduce incidents and their impacts.Overall Tickets backlog management.Participate in 24X7 on-call rotations and provide after-hours support as needed.