• Serve as the primary escalation point for complex technical issues and critical incidents • Lead problem management initiatives and drive continuous improvement across support processes • Mentor and develop junior support specialists, establishing best practices and knowledge-sharing frameworks • Collaborate with delivery team to document delivery support standard operating procedures for system configuration, customization, and optimization • Evaluate and implement tools, processes, and methodologies to enhance support delivery • Provide senior-level technical expertise across multiple Enterprise Applications • Document interactions and resolutions clearly, communicating technical information effectively. • Act as a customer advocate, providing feedback for product improvements. • Maintain a positive and professional attitude while adhering to company policies. • Efficiently manage support requests using tools like Jira and Slack Chat. • Create Knowledge Articles based on common issues and suggest training content.