Technical specialist

The Senior Developer - Automation will provide support for on-call escalations and perform root cause analysis of issues. They will independently resolve tickets within the agreed SLA for ticket volume and time. The role requires adherence to quality standards, regulatory requirements, and company policies. Responsibilities include engaging in value-added activities such as knowledge base updates and management, training of new hires, and coaching analysts. The goal is to ensure a positive customer experience and achieve a high CSAT score through First Call Resolution and minimal rejected resolutions or reopened cases.