• Shape and advance the global and regional support strategy • Provide technical support and troubleshooting for customers worldwide • Organize and deliver training sessions for internal teams and partners • Advise new and existing customers on Belden products (Wired/Wireless/Security/IO & Protocols) • Collaborate closely with R&D, Product Management, and Sales to improve products • Optimize support processes and Help Desk systems for efficiency and scalability • Lead and develop your team: task allocation, motivation, and recruiting

• Lead Level 2 troubleshooting for platform and event operations — resolving incidents, verifying system health, and restoring service rapidly. • Own technical escalations from L1, validating and categorizing issues for engineering teams (L3). • Maintain and improve monitoring, alerting, and diagnostic tools. • Perform root cause analysis and produce post-incident reports. • Collaborate with Platform & Observability and Engineering teams to implement preventive measures. • Maintain and evolve TechOps runbooks, escalation maps, and support automation scripts. • Train and mentor Level 1 support engineers. • Participate in service reviews and contribute to SLA design and continuous improvement. • Provide on-call and event coverage as part of a rotating roster.

• Monitor live systems, dashboards, and alerting tools (booking, check-in, POS, API gateways, etc.). • Perform initial triage and root cause identification for reported issues. • Log, categorize, and prioritize incidents in the service desk system. • Communicate with internal teams (Event Ops, Client Solutions, etc.) to confirm issue details and status. • Follow documented runbooks to resolve known issues quickly and safely. • Escalate unresolved or critical incidents to Level 2 or engineering (L3) teams according to SLAs. • Provide regular updates on ticket progress and incident resolution. • Document resolutions and contribute to knowledge base improvements. • Support on-site operations during major live events as needed.

• Uphold the highest standards of honesty, integrity, confidentiality, and professionalism in all interactions. • Deliver exceptional customer service in both routine and urgent support scenarios. • Provide hands-on support for client hardware, software, and infrastructure-related issues. • Take ownership of incidents from triage through resolution, ensuring clear communication and follow-through. • Configure, install, and troubleshoot frontend and backend IT systems, cloud services, and business applications. • Proactively monitor the health of systems related to data, networking, and security; investigate and remediate anomalies. • Accurately document all work performed and maintain complete ticket histories in the ticketing system. • Perform vulnerability assessments and basic penetration scans; execute remediation aligned with best practices and client risk profiles. • Participate in after-hours or emergency support as needed. • Continuously expand technical and professional knowledge through training and industry learning; contribute to internal documentation and process improvements. • Share learnings with team members to improve overall service quality and operational maturity.