Posted:19 hours ago|
Platform:
Work from Office
Full Time
Lead daily support operations (L1/L2/L3) with SLA-driven execution for MES systems.
Act as the escalation point for critical support issues; ensure swift resolution and communication.
Collaborate with technical, QA, and business teams for root cause identification and resolution.
Drive RCA processes and follow through on corrective and preventive actions.
Plan and implement automation solutions that reduce manual intervention and improve MTTA/MTTR.
Monitor KPIs and provide data-driven insights to improve support outcomes.
Train and mentor support team members; ensure knowledge readiness for new rollouts.
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