Provides technical leadership for support operations involving EDI, API, SFTP, and transaction ecosystems. Leads P1/P2 incident response, advanced troubleshooting, root-cause analysis, backlog governance, SLA adherence, queue health, coaching, and process automation. The role focuses on reducing repeat failures, improving resolution times, maintaining ticket quality, and strengthening team capability through structured escalation management and operational improvements.

Supports Cleo B2B Cloud customer environments by managing CIC systems, troubleshooting EDI incidents and alerts, investigating data issues, fixing production translation problems, onboarding trading partners, and configuring SFTP/AS2 connections. Collaborates across internal teams, escalates critical issues, communicates root causes, and owns customer problems through resolution.