Job Description
Act as the primary owner and single point of contact for all Level 3 (L3) support issues. Record, track, and manage support incidents and vendor tickets through resolution. Maintain and manage the offshore support roster, including shift planning and assignments. Ensure adequate coverage during holidays, weekends (when applicable), and critical business periods. Liaise with product vendors for escalations, defect reporting, patch management, and related matters. Collaborate with onshore development teams to resolve bugs, configuration issues, and data corrections. Lead root-cause analysis sessions and drive the closure of preventive and corrective actions. Deliver timely and accurate updates during high-severity incidents. Work with system owners to assess technical impact and establish recovery timelines. Review code for hotfixes, updates, and technical implementations to ensure quality and compliance. Validate change documentation, including impact analyses, release procedures, and t...