ine Product Support: Act as the primary point of contact for the IMTF AML suite (KYC, Transaction Monitoring, CDD). Acknowledge, triage, and take ownership of incoming incidents and service requests.
Ticket Troubleshooting: Directly troubleshoot and resolve L1 technical tickets related to data processing, rule triggers, and user access issues within the IMTF environment.
SLA Management: Ensure all assigned tickets are handled within agreed Service Level Agreements (SLAs), providing regular updates to users on resolution progress.
Standard Configurations: Execute routine system configurations and updates to rule-based detections as directed by the compliance and L2 technical teams.
Health Monitoring: Perform daily and periodic system health checks and monitor data flows to ensure IMTF solutions are running optimally and alerts are firing correctly.
Escalation Pathing: Accurately document troubleshooting steps taken and escalate complex, deep-rooted technical bugs to L2 support or vendor teams when necessary.
Knowledge Base Contribution: Draft and maintain "how-to" articles and FAQs based on common L1 ticket resolutions to help streamline future support.
Compliance Alignment: Maintain a basic understanding of KYC/AML standards to ensure that support activities do not compromise regulatory integrity.
Requirements
Core Competencies:
Troubleshooting: A logical approach to diagnosing software issues and identifying quick-fix res
