• The Technical Operations Level 3 role serves as an advanced technical resource for complex IT issues, escalations, and system troubleshooting. • Resolve advanced IT issues and act as an escalation point for Level 1 and Level 2 support within defined SLAs. • Document and track all incidents and resolutions in the ticketing system. • Perform root cause analysis on recurring system issues and recommend long-term solutions • Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues. • Collaborate with vendors and third-party providers for complex issue resolution. • Design, implement, and support complex IT solutions. • Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant. • Lead system upgrades, migrations, and integrations. • Monitor and maintain IT systems, including servers, networks, and applications. • Assist in the deployment of new technologies and applications. • Analyze system performance and recommend optimizations. • Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles. • Provide performance metrics and reports to management, highlighting key trends and potential risks. • Provide mentorship and training to junior staff. • Participate in IT projects, such as system migrations, upgrades, and implementations. • Recommend and implement improvements to existing processes to enhance efficiency and reliability. • Support IT security initiatives, including vulnerability assessments, monitoring, and remediation.