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1. Platform Functional Ownership & Issue Diagnosis

• Maintain deep understanding of platform workflows, user journeys, transaction states, error scenarios, and system dependencies.
• Triage customer-reported platform issues and identify root cause category (user behavior, process gap, system defect, configuration, vendor/API issue, compliance/risk block).
• Reproduce issues where possible and compile evidence (screenshots, steps to reproduce, timestamps, affected user segments) to support resolution.
• Act as the operational subject-matter expert on how the platform behaves in real customer scenarios.

2. Incident Management, Escalation & Resolution Coordination

• Own operational incident triage for app and web issues impacting customers; classify severity and coordinate response.
• Coordinate incident response with Technology and vendors using clear problem statements and complete evidence; track until closure.
• Define interim workarounds and operational controls (where permitted) to minimize customer impact during outages or degraded service.
• Support customer communication readiness (key messages, expected timelines, and update cadence) in partnership with Customer Experience leadership.

3. Customer Service & Contact Center Enablement

• Work closely with Customer Service and Contact Center teams to resolve escalated cases related to platform behavior, transactions, and customer journeys.
• Develop and maintain troubleshooting guides, escalation rules, and issue playbooks for frontline teams (Tier 1 → Tier 2).
• Deliver training/refreshers on new features, known issues, and standard workarounds; ensure consistent handling across teams.

4. Vendor & Technology Interface (Operations Side)

• Translate operational and customer impact into actionable technical requests and acceptance criteria for Technology/Vendors.
• Track vendor fixes and releases from an operations readiness perspective; support UAT coordination and post-release validation.
• Maintain structured defect logs and ensure root-cause follow-ups are completed, including prevention actions and knowledge transfer.

5. Reporting, Knowledge Management & Continuous Improvement

• Analyze recurring issues, incident trends, and customer pain points; propose process improvements and platform enhancements to reduce repeat contacts.
• Maintain platform operations documentation, knowledge base, and service dashboards; ensure version control and accessibility for relevant teams.
• Support management reporting on stability, incidents, backlog themes, and operational risks, including recommended actions.

Education & Qualification:

• Bachelor’s degree in Business, Information Systems, Operations Management, or related field (or equivalent experience).

Experience (Essential)

• 5+ years of experience in platform operations, fintech/digital operations, product operations, or application support roles (non-developer).
• Proven ability to diagnose customer-impacting issues and coordinate resolution with technology teams and/or vendors.
• Strong documentation discipline and ability to work with evidence, timelines, and structured escalation processes.
• Strong stakeholder management capability across operations and technical teams.

Experience (Highly Preferred)

• Experience in fintech, payments, digital assets, telecom digital services, or regulated customer platforms is a strong advantage.
• Experience supporting vendor-built platforms and working with SLA-based vendor support models.
• Working knowledge of APIs, logs, monitoring dashboards, or incident management tooling is an advantage.

Skills & Competencies

• Strong systems-thinking, analytical troubleshooting, and structured problem-solving skills.
• Excellent communication skills to translate between customer/operations language and technical/vendor language.
• Calm under pressure; strong ownership and follow-through until resolution.
• High integrity and confidentiality due to exposure to customer data and sensitive incidents.

WORKING CONDITIONS

• May require extended hours during major incidents, high-impact releases, or urgent customer-impacting issues.
• Role requires strict confidentiality and adherence to data privacy and operational control procedures.