Provide functional and technical analysis. Troubleshoot and resolve escalated tickets and communicate the solution to customers via the Service Desk or other support personnel. Develop or adapt training material. Assist with testing of new application functions, releases and promotions. Coordinate with Service Desk for new applications and module decision tree configurations in Remedy. Provide governance to ensure tickets are fixed on time. Work with the data centers and monitor the performance of the systems. Manage the execution of application upgrades and organize the transition to Service Operation. Manage the L3 development teams. Provide system monitoring and performance. Operate within the Security operations standards and guidelines.