01Overview
Role & responsibilities
Provide L1 support for Credit Services and Underwriting platforms.
Manage incidents, service requests, and escalations in line with SLAs.
Perform initial triage, troubleshooting, and coordinate with L2/L3 teams for resolution.
Handle high-priority production issues and communicate timely updates to stakeholders.
Collaborate with Business, Operations, Technology, Product, and Support teams.
Track and manage tickets using JIRA.
Maintain knowledge articles, runbooks, and support documentation in Confluence.
Support day-to-day underwriting processes and operational workflows.
Preferred candidate profile
Experience in Application/Production Support (L1).
Working knowledge of Credit Services and Underwriting operations.
Strong understanding of L1, L2, and L3 support models.
Experience with incident, service request, and escalation management.
Proficiency in JIRA and Confluence.
Strong stakeholder management and communication skills.
Ability to prioritize and manage critical business-impacting issues in SLA-driven environments. .
