Platform Support Lead

• Monitor high-priority tickets and escalated issues, ensuring timely resolution within SLA.

• Triage incidents, escalate appropriately, and perform root cause analysis for recurring issues.

• Serve as primary contact between support and delivery teams to ensure smooth information flow.

• Facilitate stakeholder engagement and provide performance reporting to senior management.

• Manage vendor relationships, conduct governance meetings, and ensure vendor alignment with business needs.

• Identify areas for process improvement, implement solutions, and maintain documentation and knowledge management for efficient platform support.