• Soporte de Aplicaciones (MES) a nivel L2-L3 • Resolución de problemas y administración en entornos de producción • Colaborar con los equipos de trabajo de las empresas clientes • Participar en la evolución y transformación tecnológica de las empresas clientes

• Provide support to Navanta customers for questions, issues, incidents, problems related to digital banking products and services • Answer, evaluate and prioritize service requests received via phone, voicemail, email, etc. specifically related to digital banking products and services • Accurately assess our customer’s requests using targeted and detailed questions to fully comprehend the need, leading to a satisfactory resolution • Log and track all requests using the Navanta customer management tracking system, including documenting all actions taken to resolve requests • Document resolutions in a central location for knowledge sharing internally and with customers • Manage service request queue to ensure that customer communication is timely and meets established SLA’s • Analyze and evaluate service requests to identify trends and make recommendations • Work with third party vendors on behalf of Navanta and our customers • Assist in implementation of new software releases for digital banking products and services • Participate on bank conversion/merger/acquisition teams as needed • Assist with projects and strategic initiatives as assigned • Participate in training programs to continuously improve product knowledge and service skills • Other duties as assigned

• Receive, handle/analyze and resolve incoming technical customer inquiries as well as technical requests from other processes regarding our product portfolio • Maintain bug/CR tracking systems and the support database • Assist customers with necessary configurations (e.g., logfile analysis, technical configurations, permissions and user management, etc.), possibly as part of contracted services • Act as the point of contact for colleagues from User Support (1st level) for technical questions/problems of our customers

• Lead operational support for Americas customers and participate in the rotational on-call model • Perform hands-on L2/L3 troubleshooting across Linux, IMS, SIP, Diameter, Kubernetes, networking, logs, packet captures, and monitoring data • Act as the senior technical escalation point for complex customer issues • Lead major incidents from detection through recovery, setting technical direction, assigning actions, coordinating contributors, and driving resolution • Take the primary communication role during significant incidents for both internal and external stakeholders • Lead incident bridges, provide clear status updates, define communication cadence, and ensure customers, Engineering, Operations, and leadership receive consistent information • Own customer-facing incident communication, recovery confirmation, technical summaries, and RCA input • Escalate effectively to Engineering, Cloud, Product, or external partners with sufficient evidence, traces, logs, impact analysis, and investigation context • Improve monitoring, alerting, runbooks, SOPs, maintenance procedures, and operational documentation • Drive ticket quality, ownership, SLA awareness, and follow-up across the Americas queue • Mentor engineers through real investigations, reviews, shadowing, and technical feedback • Ensure reliable handovers with APAC and EMEA for ongoing incidents, maintenance, risks, and customer commitments • Support the Head of Operations & Support with technical judgement, operational risks, workload observations, and improvement recommendations