We are looking for someone who is passionate about customer service, solving problems, collaboration, sharing knowledge, and willing to learn continuously, especially related to technology and AI-enabled tools, to join our Production Support and System Escalations team within Change Management & Production Support (ChaMPS). You will triage, replicate, and document issues with clear reproduction steps, evidence, and a business impact statement backed by data (e.g., affected customers or claims, contact volume, CSAT/NPS signals, financial exposure).