Karamo Diallo

• Support customers through onboarding, implementation, and adoption phases, providing technical guidance, training and strategic recommendations.
• Developed tailored solution proposals based on client needs and business requirements.
• Pioneered the use of new technologies to improve product offerings.
• Managed multiple projects simultaneously, delivering quality work within agreed deadlines

• Translate complex fraud use cases and business objectives into clearly defined technical requirements and solution scope.

• Partner with financial institution clients to strengthen AI-driven fraud and deepfake detection capabilities, aligning solutions with regulatory, risk and security requirements.

• Support the implementation of fraud prevention solutions across cloud platforms and enterprise environments

•Provide ongoing technical consultancy to troubleshoot issues and optimise solution performance

• Managed enterprise application support and major incident resolution within agreed SLAs, coordinating stakeholder communications and post-incident reviews.
• Led a team of five Application Support Engineers, providing technical guidance, managing workloads and supporting team development.
• Worked with Product and Engineering to address root causes and deliver improvements that reduced incident resolution times by 20% and cut repetitive manual work.
• Managed change and release delivery, assessing operational impact and minimising business disruption

• Provided application and technical support to enterprise distribution partners, troubleshooting API, integration and platform issues across customer environments.
• Supported customer implementations, testing and production releases, ensuring applications and integrations worked reliably
• Investigated incidents with Engineering and Product teams to identify root causes and resolve issues, keeping customers informed of workarounds and resolution steps.
• Reduced support tickets by 30% and improved customer self-service through technical documentation and knowledge resources

• Managed a team delivering application support, enhancements and high-quality customer service.
• Led complex incident resolution across multiple business areas, coordinating technical teams and stakeholders to prioritise business impact and maintain service continuity
• Worked with business stakeholders to capture requirements, prioritise improvements and coordinate changes through to implementation.
• Used Power BI and operational data to identify trends, report service performance and guide service improvements

• Provided application management and production support across enterprise services, covering incident resolution, technical troubleshooting and application changes.
• Maintained service levels across multiple regions through coordinated incident response, on-call support and proactive service management.
• Translated business requirements into application enhancements and configuration changes while maintaining service stability.
• Worked with Product, Engineering and senior stakeholders on technical investigations, solution design, roadmap priorities and implementation planning.

• Followed ITIL processes for incident, problem and change management to maintain service stability and support timely issue resolution.
• Supported and monitored mission-critical enterprise services, including Enterprise Access Control and Listserv serving over 120,000 subscribers, investigating application and infrastructure incidents.
• Deployed application changes to UAT and live servers, advising on deployment schedules and change risks through CAB meetings to ensure controlled releases
• Managed domain registrations and supported collaboration platforms, including SharePoint and Confluence.