• Provide tier 1 - 2 level support for monitored devices as well as Incident and ProblemManagement of tickets.• Respond to telephone calls, email and personnel requests for technical support.• Develop and generate Power BI reports and dashboards .• Monitoring, Investigating, Resolving and/or Escalating alarms and alerts that maycome in on NOC toolsets.• Perform daily checks of NOC monitored devices to ensure that they are operating withinacceptable defined parameters.• Enhance, improve, and ensure the NOC toolsets are operating at a high level, ensuring excellentservice delivery and great value to the NOC clients.• Ensure that all devices that subscribe to NOC services for that site are monitored appropriately.• Develop and deploy the processes and reports which define the NOC service following ITILstandards.• Other duties as assigned

• I provided support to end users on a variety of issues, identifying , researching and resolving technical problems using IT ticketing SAAS platforms (Remedy BMC, Zendesk) .• I collaborated with multiple teams and acted as a liaison between the business units and IT Teams in gathering requirements and documenting technical specifications for payment systems platform implementation .• I was involved in the maintenance, management and troubleshooting of IT payment systems infrastructure.• I queried databases and used the data to troubleshoot and optimize the performance of business systems platforms.• I provided daily ad hoc reports regarding business systems performance, efficiency and profitability as requested by various organizational teams .• I brainstormed with the banks business arm to establish market strategies and procedures for increasing payments systems and Alternative Delivery Channels usage and profitability .• I monitored, measured, analyzed, and reported on the performance of the banks Alternative Delivery Channels across branches, location and customer distribution.• I identified and analyzed payment systems and digital channels transaction failure and by using trend analysis to isolate situational and periodic causes of payment systems outage.• I created DIY (Do it yourself) guides for users on basic technology issues for training purposes.