PKI Professional

Key Responsibilities

• Independently resolve technical support tickets within defined Service Level Agreements (SLAs).
• Adhere strictly to established Standard Operating Procedures (SOPs) and work instructions for all tasks.
• Contribute to the continuous improvement of SOPs and work instructions by providing valuable input for modifications, updates, or new designs.
• Effectively follow defined escalation processes and ensure smooth shift hand-over procedures.
• Maintain and update the internal knowledge base with accurate and relevant information.
• Provide coaching and mentorship to new hires and junior analysts, guiding them on correct ticket routing and the capture of critical information.
• Perform technical upgrades across different environment versions as required to maintain system integrity.
• Manage independent shifts efficiently, ensuring all operational tasks are completed.
• Ensure strict compliance with all relevant regulatory requirements.
• Actively participate in Center of Excellence (CoE) meetings to facilitate knowledge sharing and acquisition within the team.
• Join Severity 1 (Sev1) and Bridge calls as necessary to address critical incidents.