Research and evaluate emerging AI technologies, including LLMs, AI agents, predictive analytics, fraud and anomaly detection, text analytics, and customer segmentation.
Key Responsibilities Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system), ensuring timely assignment and resolution in accordance with service level agreements (SLAs) Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes Perform functional testing before deploying changes to production environments Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts Contribute to the continuous improvement of support processes, workflows, and documentation quality
What You'll Do: ️ Design end-to-end technical architectures based on business requirements Collaborate with cross-functional teams to define solution roadmaps Evaluate and recommend new technologies and tools Ensure solutions align with security, scalability, and compliance standards Document architectural designs and best practices Guide development teams during implementation phases
Implement and troubleshoot networking technologies, including DNS, HTTP, SSL, 802.1X, DMVPN, TACACS+, RADIUS, VPN solutions, WAN optimisation, and Zero Trust architectures.