Source description
About the role
Your future scope of responsibility will cover: Acting as the primary escalation point (2nd line) for complex functional issues related to deals origination
Taking full ownership of incidents from initial report through to successful resolution and communication back to the business user
Methodically analyzing production incidents, focusing on topics such as transactional flows or calculation discrepancies to identify the root cause
Liaising with clients (application users: back-office teams located around the globe) to investigate the incidents
Utilizing application logs and database queries (basic level) for troubleshooting
Partnering with technical support teams to ensure timely resolution
Identifying recurring functional issues and proposing permanent solutions (process or system improvements)
Developing the documentation and contributing to a knowledge base of best practices
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