Module Lead

The Level 2 Support Specialist will provide advanced support for ECTO and SFTT applications, working closely with Level 1 teams, technical architects, and cross-functional stakeholders to ensure seamless operations, timely issue resolution, and continuous improvement of the solutions.

Responsibilities

• Provide second-level support for end users and Level 1 teams for ECTO and SFTT applications.
• Collaborate with Level 1 support teams to resolve tickets, emails, and calls within defined timelines.
• Perform configuration activities triggered by incidents, change requests, RITMs, and SCTasks.
• Troubleshoot issues related to time-off requests, time tracking, and other functional components of the applications.
• Escalate and resolve complex issues in coordination with Level 1 technical support teams.
• Conduct remote troubleshooting sessions to diagnose and resolve user problems.
• Document issues, track resolutions,...