Provide application support to various business users. Attend to business queries and business requests promptly. Follow through the business requests to a proper closure.
Work on timely resolution for reported incidents to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by the event monitoring tool.
Perform root cause analysis to identify permanent solutions to prevent recurring incidents and minimize the impact of incidents that cannot be prevented.
Ensure all incidents and problems are proactively managed – prioritizing numerous issues of varying severity and escalating issues as appropriate to necessary teams and management.
Collaborate with the development team in identifying resolutions and transitioning releases into the production environment.