Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.Responsibilities First-Line 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 resolutions. Communication: Ability to provide clear, professional, and non-technical updates to compliance officers and end-users. Time Management: Ability to multitask and prioritize a queue of tickets in a fast-paced environment. Technical Skills: SQL: Ability to write basic to intermediate queries to investigate data discrepancies. (Oracle, Mongo, Postgres) Ticketing Systems: Proficiency with tools like JIRA, ServiceNow, or similar ITSM platforms. Operating Systems: Familiarity with Linux/Unix environments and basic shell commands. Qualifications Education: Bachelor’s degree in information technology, Computer Science, or a related field. Experience: 2 years of experience in a technical helpdesk, L1 support, or system administration role. Experience in a banking or financial services environment is a significant plus.