This is L1 role - analyze the issues. Do issue follow-up on the progress/ticket raised. Need to meet SLA. Receive the issue in incoming email and report to JIRA/SNOW (reporting tool) - analyze the issue, do troubleshooting, documents finding, update in the ticket. If issues cannot be solved/if support is needed, need to escalate to L2 (deep dive analysis) and L3 (developer). Provide update of the status to stakeholders (internal), - PO, branch user, BackOffice user. Host call - run through the status of ticket, current status, root cause (follow-up with relevant team on this). Work with team of service provider from vendor's side, and from internal back-end system. The worker will follow-up with the team on the progress until the issue is resolved.