About the role
Here's what your day would look like...
Designing, implementing, and optimizing support workflows, SOPs, and application-side incident management frameworks
Overseeing ticket handling, escalations, shift rosters, and knowledge base documentation to maintain 24/7 service standards
Tracking, analyzing, and reporting key performance metrics (SLAs, TAT, CSAT, first-response times, MTTR) to senior leadership
Identifyin