Client Communication - Answer client calls + acknowledge client email incidents.Operational Support & Troubleshooting - Monitor daily message/file flows, detect and investigate failures or delays; analyses logs and alerts; resolve, root or escalate incidents across relevant teams.Coordination Responsible - Act as the principal point of contact external partners, to ensure good coordination, timely resolution and clear updates on the incident resolution.
Ensure that the incident is resolved and inform the client.Documentation & Knowledge - Update the Known Error Database and procedures.
Contributed to post incident reviews and continuous service improvement.Technical Skills- File Transfer Middleware (CFT, Secure Transport)- Networks: understanding topologies, firewalls (IP scopes, ranges), leased lines, market profiles#J-*****-Ljbffr