MAIN DUTIES/RESPONSIBILITIES:

· Ensuring user queries or issues are captured, validated, and triaged for further processing.

· Ensuring that various types of information are communicated to users through the appropriate channels.

· Acting as a first point of contact for users and customers and advising users on an appropriate course of action

· Identifying and diagnosing issues and problems

· Categorizing and recording reported queries

· Working with various stakeholders to coordinate and execute the tasks efficiently

· Maintaining end to end ownership of Incidents · Delivering customer service through multiple channels including human, digital, self-service, and automated.

· Working with various stakeholders to coordinate and execute the tasks efficiently

· Escalating unresolved problems to a higher level of support, if needed.

· Monitoring system performance, resource utilization, and health me...