Functions

• Resolve technical incidents escalated from N1 English with deep diagnostic analysis
• Diagnose issues in FK-7S, ISO Suite, Smart SKR, Shadow AI Defense using logs and dashboards
• Document each resolution in the technical knowledge base to reduce future escalations
• Escalate to Level 3 incidents requiring product specialist or infrastructure intervention
• Maintain resolution time < 4h for standard N2 incidents and < 2h for critical
• Specialize in API integration and connectivity diagnostics between FNTC modules
• Conduct monthly technical training sessions for N1 English agents

KPIs

Red Lines

• No divulgar informacion confidencial de FNTC o sus clientes
• No operar fuera del marco etico y legal del IFZA/UAE
• No tomar decisiones unilaterales sin aprobacion del director
• No modificar documentos sin pasar FK-7S 105/105
• No ignorar alertas de seguridad o compliance

Recent Tasks