Deliver top-tier support for Ascertia’s high-trust PKI and digital signature products, addressing customer queries with a focus on efficiency and solution accuracy.Utilize Salesforce and Jira for ticket management, ensuring thorough documentation and prioritization of support cases for effective follow-up.Collaborate with cross-functional teams, including Sales, Customer Success, and Development, to drive positive customer experiences and seamless product integration.Troubleshoot and resolve complex technical issues, using tools such as Postman for API testing and leveraging expertise in SQL, IIS Server, Tomcat, and cybersecurity.Provide detailed bug reports and enhancement suggestions to streamline product development and customer satisfaction.Actively contribute to Ascertia’s knowledge base, adding resources that improve team efficiency and customer self-service options.Communicate updates on support cases across the organization and suggest potential upsell and product innovation opportunities.

Oversee day-to-day operations for (UAE, KW, OM, QAT, EG, KSA, BH, and Jor), monitor team performance, and report on metrics.Manages content, execution, and fulfillment of all campaigns and promotions for brands(Hardee’s, KFC,PH) on SLA.Work with businesses to understand processes and procedures and help to improve whenever possibleHandling escalated calls, complaints, questions, and queries as necessary.Identify and solve problems in operational processes and analyze possible solutions using standard proceduresProvides prompt action and service on Business Unit issuesCoordinate, schedule, and implement solutions, and bug fixes released by the vendors without any production impact to the businessMaintain defined (quality) and productivity standardsBe alert and knowledgeable on any new solutions and / or application updates or bug fixes as and when being released by vendors, review such solutions and applicability on the environment being supportedAble to track and manage a large number of simultaneous activities, cross-team dependent activitiesPerformance improvement of team and processesMonitoring, organizing, and coaching the team on a day-to-day basis.Supports the team by identifying, resolving, and escalating defects.Ensures company goals and objectives are being met by each team member and provides constructive feedback, gives input into performance evaluations, and develops team by identifying training needs and providing coaching.

Troubleshooting and Issue Resolution:Investigate and resolve technical issues reported by customers related to .NET(SDM, CMS, Mapping tools), React, Node.js, NCR Aloha platforms and MSSQL & Oracle db.Analyze software logs, database records, and system configurations to diagnose and troubleshoot problems effectively.Provide timely and accurate solutions to customers, ensuring minimal disruption to their operations.Documentation and Knowledge Sharing:Document troubleshooting procedures, resolutions, and best practices to build a knowledge base for future reference.Create user-friendly guides and tutorials to help customers and team members understand software functionalities and configurations.Continuous Improvement:Proactively identify recurring issues and propose long-term solutions to prevent them from reoccurring.Stay updated with the latest technologies and industry trends related to .NET, React, Node.js, and NCR Aloha platforms to enhance product support and development processes.Escalation Management:Escalate unresolved issues to appropriate teams or senior engineers for further investigation and resolution, following established protocols and procedures.Act as a point of contact for critical incidents, coordinating response efforts and ensuring timely resolution to minimize impact on customer operations.Quality Assurance:Perform thorough testing of software updates, patches, and new releases to ensure compatibility, stability, and performance on .NET, React, Node.js, and NCR Aloha platforms.Collaborate with QA teams to identify and prioritize test cases for regression testing and validation.Team Collaboration:Collaborate closely with cross-functional teams including developers, QA engineers, product managers, and customer success managers to deliver high-quality solutions and support services.Participate in regular team meetings, knowledge sharing sessions, and code reviews to foster a culture of collaboration and continuous improvement.

Collaborates with app development team which includes Product Manager, Program Manager, Software Engineer, Quality Assurance, and Market Researcher in identifying software problems, testing methods, and best solutions.Developing on PHP Yii2 framework and Laravel With Kendo UI.Actively participates and engages the Software Support team in resolving production issues.Improves and designs monitoring systems to address issues with systems stability and quality of data.Conceptualizes and designs testing protocols to locate issues within the system.Works closely with website management/ development teams when coming up with integration tests and writing code for new features.

Create corporative applications for business purposesDevelop ASP.NET Web Forms and MVC4+ With Kendu UiHTML5, CSS3, Ajax, Jquery, Bootstrap, javascript, etc.Develop multimedia and websites using various technologiesCreates custom user interfaces and other site assets based on client directionsCreates print graphics to include brochures, logos, and brandingAccomplishes information systems staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, and coordinating.