Responsibilities
Ticketing, Queue, and SLA Management
Manage incoming cases; monitor ticket system queue, resolve within SLAs.Review pending/aged tickets to prevent SLA breaches; escalate as needed.Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions. User Support and Troubleshooting
Provide support via email, phone, and remote sessions for application, access, and connectivity issues.Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.Guide users through client VPN setup and connectivity validation; update entitlements/policies as required. Access, Identity, and Environment Setup
Administer users across production and UAT/cert (create/disable/update, roles, groups).Perform password resets and SSO troubleshooting across applications/regions.Confi...