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Provide first-level application support: triage and resolve L1 tickets, perform initial troubleshooting and SQL queries, monitor alerts, execute runbooks, escalate complex issues to L2/L3, maintain documentation and knowledge base, and participate in shift/on-call rotations to ensure production system stability.

The Solution Architect evaluates client requirements, proposes tailored IT solutions, works closely with sales, conducts demos, and provides technical support for customer needs.

The Traffic Operations Specialist monitors traffic systems, manages dispatch duties, and prepares reports on incidents while ensuring safety and service to clients.

Provide administrative, operational, and customer service support including chargeback processing, account research, complaint resolution, reporting/KPI tracking, PO support, SOP maintenance, onboarding/training assistance, and cross-department collaboration to ensure efficient daily operations.

Lead QA efforts to evaluate customer-agent interactions against scorecards, ensure compliance, analyze interaction data, report findings, run calibrations, provide coaching and training materials, and partner with operations to improve customer experience and consistency.

Manage end-to-end RFP/proposal lifecycle: analyze requirements, create compliance matrices, develop schedules, gather SME input, write/edit technical and commercial content, coordinate cross-functional teams, manage budgets and production, maintain content library, track win metrics, and continuously improve proposal processes. Lead kickoff meetings, supervise proposal staff and subcontractors, and ensure compliant, professional submissions within tight deadlines.

The Database Administrator manages client databases, ensuring security and performance while collaborating with development teams to optimize database solutions and automate administrative tasks.

The QA Analyst evaluates call center interactions, recommends improvements, monitors quality assurance standards, and prepares reports for management review.