• Provide solutions that help attain business outcomes • Responsible for helping the team's operational support strategy by working directly with service owners and engineers • Catalogue and assess services, document support designs, prioritize, and implement processes to support applications • Identify business process gaps and scale current client systems to fill them • Conduct quantitative/ qualitative data analysis using various tools and functions • Analyze complex business problems that can be solved through change management or system automation • Manage information and applicable supporting documents and dashboards • Generate charts and reports as required to demonstrate metric and KPI trends • Take the lead on working with stakeholders, including 3rd party representatives, to troubleshoot and resolve business systems problems • Lead work with client stakeholders to improve, automate and align business data with current client processes • Curate and maintain related support documentation and runbooks (Self-help articles, macros, training material, support flows, other documentation) • Other duties as required.

• Analyse existing enterprise systems and review related documentation • Interpret system behaviour, including reviewing source code where applicable • Translate business and system requirements into clear, actionable deliverables • Create high-quality user stories aligned with project standards • Define clear, testable acceptance criteria • Support backlog governance, ensuring items are prioritised, refined, and development-ready • Review design outputs and provide structured feedback to UX/UI teams • Evaluate QA test cases to ensure proper validation of delivered functionality • Build strong relationships with stakeholders across business and technology teams • Facilitate collaboration between Product Owners, developers, and business representatives • Communicate effectively in a global, multicultural environment

• You provide professional support to our external customers in 1st and 2nd level support and ensure high service and solution quality • You analyze and categorize incoming requests in a structured way, perform qualified initial analyses, and document all relevant information precisely in our ticketing system • You monitor agreed Service Level Agreements (SLAs) and ensure timely and prioritized handling • You prepare tickets in a structured manner for 3rd-level support and ensure efficient problem resolution by providing complete and traceable information • You communicate proactively and transparently with our customers, ensuring continuous updates on the current processing status • You plan and moderate regular meetings with our customers regarding open tickets, service quality, and opportunities for improvement

• Provide professional support to our external customers in 1st- and 2nd-level support, ensuring high service and solution quality • Analyze and categorize incoming requests in a structured manner, conduct qualified initial analyses, and document all relevant information accurately in our ticketing system • Monitor agreed Service Level Agreements (SLAs) and ensure timely, prioritized processing • Prepare tickets for 3rd-level support in a structured way and ensure efficient resolution by providing complete and traceable information • Communicate proactively and transparently with our customers, providing continuous updates on the current status • Plan and facilitate regular meetings with our customers regarding open tickets, service quality, and optimization opportunities