Monitor and investigate fraud events generated by the relevant internal tools (fraud detection systems, QoS tools and other tools) to identify the root cause and take decisions and resolution measures
What You'll Do: Respond to incoming enquiries, incidents, service requests, and alerts via calls, emails, webchat, and monitoring consoles️ Perform first-level troubleshooting across workplace systems, servers, networks, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems Handle password resets and account unlock requests️ Monitor security events, server and network availability, and system performance Log, record, and manage all incidents and service requests in the service management system Route unresolved issues to the appropriate higher-level support or resolver teams Send notifications to relevant stakeholders and provide timely status updates Follow up on escalated cases until closure within the agreed service-level agreements (SLAs) Ensure daily tasks are completed according to Standard Operating Procedures (SOPs)