Key Responsibilities
Handle second level support for the Fenergo platform, resolving issues escalated from L1 teams.
Troubleshoot complex platform issues related to workflows, configurations, API integrations, UI errors, and data issues.
Perform root cause analysis using logs, system tools, and databases.
Use SQL to query and validate client data, workflow status, and rule configurations.
Analyze and debug workflows, UI logic, validation rules, and document handling in Fenergo.
Liaise with internal stakeholders (e.g., Compliance, Operations, IT) and coordinate with the Fenergo vendor for unresolved or system wide issues.
Support regular platform releases, patch deployments, and hotfixes by validating changes in UAT/QA environments.
Create and maintain knowledge base articles, standard operating procedures, and known error documents.
Monitor and manage scheduled jobs, batch processes, and application alerts.
Ensure issues are addressed within agreed SLAs and participate in incident/problem/change management processes.