• Respond to and resolve end-user Support and Production Support tickets, ensuring production operations are restored as quickly as possible and meeting end-user needs. • The primary mission is to provide personalized service focused on empathy and efficient resolution of incidents and requests within agreed timeframes. • Handle support tickets, clarifying end-user doubts and resolving incidents and service requests. • Restore production operations through workarounds, following the service level agreements (SLAs). • Keep users informed about the ticket lifecycle, from opening to resolution. • Actively contribute to improving the services provided by leveraging a deep understanding of the client’s business. • Prioritize and escalate critical situations, understanding business impact and ensuring resolution on the support team’s first intervention. • Promote user satisfaction by establishing a partnership-based, empathetic relationship with the reported issue. • Avoid ticket reopenings by ensuring incidents and requests are resolved efficiently. • Collaborate with the support team by sharing knowledge and contributing to collective learning. • Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency. • Develop and maintain systems that foster continuous delivery and effective integration of new technologies, aligned with the /Flow strategy.

• Support the management and daily operations of the technical support team • Ensure efficient service delivery and strong team performance • Provide hands-on guidance to support staff • Help optimize workflows and contribute to process improvements • Act as a secondary escalation point for complex technical issues • Assist in resolving escalated tickets • Monitor technical support interactions to ensure quality and adherence to standards • Support daily technical support operations, including ticket queue monitoring and workflow coordination • Identify opportunities to improve technical support processes and operational efficiency • Work with Engineering, Network Operations, Field Services, and other internal teams to support issue resolution and service delivery

• Monitor, maintain, and optimise cloud infrastructure on AWS, Azure, or GCP • Respond to and resolve cloud infrastructure incidents and alerts • Implement and manage cloud security controls and access management • Support CI/CD pipelines and contribute to infrastructure-as-code using Terraform or similar • Document architecture decisions and maintain runbooks for operational processes

• Oversee and coordinate the end-to-end technical analysis and testing lifecycle for multiple, complex technology initiatives. • Establish, enforce, and continuously improve technical analysis and testing standards and best practices. • Report on test progress to all Stakeholders, risks, and quality metrics to Executive project leadership. • Collaborate closely with technology vendors, technical analysts, project managers, and business stakeholders.