• Acts as first line support for core central system in ZPAP
• Coordinates with other departments to ensure the service levels are achieved
• Logs all customer service requests and ensures that any issues with central systems are correctly handled and closed as per the service levels defined in each application and system
• Maintains classifications of request categories, escalations, routing of service requests to ensure service levels are achieved
• Performs customer coordination regarding service interruption and updates
• Posts integration testing and validation for central applications
• Maintains strong working knowledge of new products and services
• Performs regular daily operations including: issue resolution, systems performance monitoring reporting
• Prepares and coordinate handover reports to other teams
• Performs other duties as assigned
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