Serve as the primary point of contact for all inquiries and issues raised by internal and external stakeholders, ensuring timely and effective resolution.
Drive client and stakeholder satisfaction by minimizing rework and consistently meeting deliverable requirements, service level agreements (SLAs), and defined performance targets.
Act as a backup resource during contingency situations to ensure uninterrupted business operations and service continuity.
Conduct periodic reviews of L2 Support ticket updates, proactively following up with teams to ensure timely progress and resolution in alignment with SLA commitments.
Perform administrative and reporting duties, including the preparation of ad-hoc reports by collecting, analyzing, and interpreting data to generate actionable insights and support process improvements.
