• Responsible for diagnosing and resolving issues with Windows servers and applications, thereby ensuring optimal performance and useability for the various users of the system, as well as providing root cause analysis and recommendations for improvement • Responsible for ensuring a consistent production support model is deployed across on-boarded Sumitomo Mitsui Banking Corporation applications, and restoring service as quickly as possible after an unexpected event to minimise business impact • Maintaining the highest level of service and uptime • Providing proactive recommendations to improve overall processing • Providing application support coverage in alignment with global business operating hours

• Responsible for assisting customers working with a wide variety of network technologies • Taking ownership of technically complex customer-reported cases over phone, web, LiveChat, email sources, and proceeding to troubleshoot the issue and work closely with the customer until it is resolved • Documenting relevant information and ensuring that the customer is communicated with in a timely manner regarding overall progress of their technical issue • Working closely with other team members, senior support engineers and other cross-functional teams to resolve customer-reported issues, and providing feedback to engineering for improving the product quality and reliability