•      Provide user support to ensure the effective and timely resolution of Application problems, keeping staff informed of the status of their request for support.

•      Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.

•      Recommend enhancements based on the received Support requests, enhancements on application functionalities, communication materials (User Guides, …etc).               

•      Conduct Training sessions for users on application functionality to promote end-users awareness

•      Enforce compliance with internal procedures related to Security, Incident Management, Problem Management, Change Management, and Service Level Management.

•      Coordinate with various departments to plan and execute deployments, upgrades, and migrations.

•      Identify and escalate situations requiring urgent attention.

•      Track, route problems, conduct root cause analysis through problem management to minimize incidents and enhance customer satisfaction.

•      Document solutions to problems regarding standard IT applications, record them and maintain records in the IT Knowledge Base.

•      Stay current with system information, changes and updates.

•      Liaise with various teams, including DB Admins, communication networks, and business teams, to address issues such as opening connections, storage concerns, and server upgrades.

•      Ensure adherence to information security requirements and standards, Address vulnerabilities identified in scan results for Production and DR Servers, and integrate F5 into systems and manage associated security documentation and diagrams.

•      Oversee certificates for HTTPS (new and renewal) and manage forms for adding team groups to servers and opening connections.

•      Perform health checks at the application level to ensure optimal system performance.

•      Facilitate smooth handovers from implementation projects to operational support.

•      Participate in meetings with business and third-party entities, providing support to tribes and preparing CAP (Corrective Action Plan) documents for infrastructure team tasks.