Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
Responsibilities also include root cause analysis, management communication and client relationship management in partnership with infrastructure service support team members.
End to end Incident management including investigation and resolution; handover to L3 for any code changes.
Ensure all production changes are made in accordance with life-cycle methodology and risk guidelines.
Make configuration change or apply patch to meet customer requirements or resolve complaints.
Drive product and process quality improvement.
Minimizing customer escalations proactively with proper customer response and updates.
Analysis of issue while escalating to L3 level/SMEs.
Overlook and intervene in compliances
Meeting first response time SLA , using ticketing tool and work with L1 & L3 team and SMEs on the same.
Support Ticket Reduction (Normalized as Average number of tickets per installation).
