• Implement a robust real-time monitoring system that provides full visibility into critical workflows and anticipates incidents before they escalate. • Prevent critical incidents before they impact customers. • Provide data-driven insights and recommend improvements, positioning the NOC as a strategic team. • Create standardized processes that ensure operational excellence and support scalability. • Maintain continuous operational coverage with well-defined shifts and smooth handovers. • Provide Level 1 support to customers, acting as the first line of defense to resolve issues, answer queries, and escalate critical incidents to internal teams when necessary. • Assist backend teams with tasks such as scripting, reproducing bugs, analyzing logs, or basic API testing, while taking part in small development activities to build backend knowledge.

• Manage, troubleshoot, and optimize containerized applications and infrastructure deployed on Kubernetes, RedHat OpenShift, and OpenStack platforms. • Serve as the Subject Matter Expert (SME) for core cloud infrastructure technologies. • Prepare and conduct rigorous Root Cause Analysis (RCA) for critical incidents. • Develop, test, and maintain robust automation scripts to streamline daily operational tasks. • Provide end-to-end Escalation, Monitoring, and Emergency (EME) support. • Liaise directly with customer teams and internal teams to understand requirements and deliver tailored solutions. • A rotational on-call schedule is a mandatory part of this position.

• Resolve merchant issues in a high-volume inbound call center while balancing first-contact resolution, quality, and a great experience. • Set up and educate new merchants; assist with device activation, preferences, configuration, and best-practice usage tailored to their business. • Diagnose and resolve hardware, firmware/app versions, peripherals (printers, scanners, cash drawers, displays), and networks (Wi‑Fi/Ethernet); verify configurations and compatibility; execute fixes using remote diagnostics and web portal tools. • Troubleshoot card-present payments and processing errors; interpret error codes/logs to distinguish root cause across devices, apps, and connectivity. • Guide merchants through the Clover web portal for transactions, funding/settlement, Software as a Service fees, Native and 3rd Paty Application fees, and business reporting; educate on features and secure practices. • Own complex multi-issue cases end-to-end when needed: coordinate with internal teams, deliver concise root cause analyses, and keep merchants updated until closure. • Document accurately and consistently in our ticketing/CRM; contribute to knowledge base articles and updates.

• Performs routine healthcare information system and application support • Utilizes analytical skills and experiences to investigate or escalate support issues • Resolves incidents and service requests • Assists in the creation and maintenance of training documentation • Incorporates appropriate presentation techniques to support and/or lead training sessions • Researches, analyzes and makes recommendations for application workflow improvements • Creates and analyzes reports created using multiple reporting mechanisms • Gathers, analyzes, designs, develops, modifies, tests, implements, evaluates, and maintains information technologies to support business needs • Promotes and participates in a team approach • Works with other departments and outside vendors