• Lead and coordinate major incident war rooms from initiation through service restoration. • Assess incident severity, business impact, affected services, and prioritize recovery efforts. • Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. • Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents. • Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines. • Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams. • Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records. • Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency. • Participate in a 24x7 on-call and rotational support model for major incident management.

• Provide basic technical support to customers experiencing technical issues with their products or services. • Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions. • Address key platform issues, focusing on our top call/ticket drivers: User management requests, Failed session handling, Troubleshooting overlay issues. • Communicate technical solutions to non-technical customers in a clear, concise, and easy-to-understand manner. • Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary. • Provide first-level support to assist with complex customer inquiries strictly via email and chat (no phone support required). • Interact with every customer with kindness, extreme professionalism, and a high level of empathy. • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty. • Manage and triage tickets utilizing digital support tools (currently using Intercom, with an upcoming transition to Zendesk soon). • Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system. • Coordinate and communicate internally using Slack and proprietary internal communication tools. • Collaborate cross-functionally with other departments as needed to resolve customer issues. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Perform other duties as assigned.

• Lead daily task-order execution while also serving as the senior business analyst for analytics, AI/ML, Power BI, Power Apps, and system-integration activities. • Convert Government mission needs into actionable requirements, acceptance criteria, schedules, and technical work packages. • Manage Government communications, conduct the kickoff, maintain the project schedule, prepare meeting minutes and monthly progress reports, calculate percent complete, track issues and deliverables, and coordinate the technical team.

• Support two distinct operations teams during the night shift, ensuring coverage, responsiveness and agility in incident handling. • Monitor critical, high-availability environments using leading observability tools (Zabbix, Grafana, Dynatrace, Datadog or New Relic). • Quickly identify, triage and respond to infrastructure alerts, ensuring correct routing and escalation of incidents. • Perform basic technical analysis on Windows and Linux servers (via remote access, error log analysis, service status checks and hardware performance monitoring). • Log, categorize and track the lifecycle of technical tickets using recognized ITSM tools (such as Jira, GLPI or ServiceNow). • Support teams during critical moments by actively participating in incident war rooms and providing real-time status updates. • Maintain and update technical procedure documentation (runbooks) and propose improvements to monitoring processes.