• Provide Level 2 (L2) technical support; • Analyze and investigate system errors; • Track and follow up on support tickets; • Validate solution parameter configurations; • Configure users, profiles/roles and permissions; • Provide client support and participate in client meetings.

• First contact point for new customer support requests • Drive technical issues to resolution • Collaborate with Sales, Solution Consultants, Engineering and Product management to troubleshoot customer issues • Maintain communications with clients on the status of all open requests • Adhere to AutoRABIT’s internal and customer contracted support SLAs

• Monitoring, troubleshooting and maintaining network infrastructure • Configuring network devices per group IT standards • Ensuring network performance and reliability • Handling network security tasks, including firewall management and intrusion detection/prevention • Setup and Support for Windows server • Installation, configuration and patch management of Windows server environments • Troubleshooting issues to windows operation systems and applications • Managing Active Directory, Group policy and other related services • Administration of Linux servers (Red Hat Enterprise Linux 9.x) • Setup and hardening of Linux VM • Configuration security updates and patch management • Troubleshooting issues in the Linux environment • Monitoring and optimizing server performance and uptime

• Perform technical triage on EASY system applications to diagnose the root cause of issues and identify or implement resolutions within established Service Level Agreements • Monitor the production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams • Monitor and maintain the EASY Workload Automation Tool to support the timely processing of financial transactions • Use CA Workload Automation AutoSys to create, schedule, and monitor back-end applications for transactional processing • Access the EASY system code base and databases to investigate program failures • Serve as a support specialist and liaison between Systems Application Support and EASY development teams, reporting software defects and communicating their severity and impact • Communicate production issues and risks that require development team support to repair or mitigate • Respond to service ticket requests from business users, system developers, and clients for the setup, monitoring, or execution of back-end EASY applications • Advise on and lead strategic initiatives to mitigate back-end application issues and identify opportunities for process automation • Coordinate production processes and present automation opportunities to developers on the team • Work independently with moderate latitude for actions and decisions that are not reviewed • Assist less senior team members with decision-making and override decisions when necessary for the benefit of the organization • Work closely with counterparts in Bangalore to maintain clear communication regarding issues, processes, and status • Advise the manager on the status of initiatives • Work an alternate schedule when required to maintain production continuity • Perform other duties as assigned.