• Ensure bank operational activities run smoothly and efficiently. • Provide technical evidence and analytical assistance that will lessen the overall time to resolution of client issues. • Maintain performance to be at or above the minimum expectations and team averages. • Log all activity details into the case management system, and keep all cases up-to-date by logging actions taken, emails, contacts, and other pertinent information. • Raise needed informational change requests for the client to ensure that system maintenance of 3rd party vendors are properly documented. • Provides training and knowledge transfer to members of the LOB core team • Manages workload, tasks, assessment, admin concerns, and training • Joins bridges with other resolver groups when needed for high priority tickets, and helps out with information gathering that can help with the resolution of the issue • Applies support skills such as log / script / reports investigation in order to determine root cause and/or solution. • Use different ticketing tools like CMS, ServiceNow, Jira, Genesys, Phoebus and intelligent Environment.