Job Description
Responsibilities
- Provide 24x7 production support onsite / offsite
- Investigate production issues, determine defect severity, and provide workarounds to users when feasible to move business forward
- Manage and respond to users in a timely manner
- Log incident tickets for production issues and user queries
- Provide necessary information for further investigation to next level support (L3) to proceed with fixes
- Prioritize defects and plan for production releases based on defect criticality or align with quarterly releases
- Follow up on defect and incident closures and meet incident closure KPIs
- Share production defect support learnings with QA and development teams to improve application quality and minimize future defects
- Ensure system availability as per agreed SLA
- Support end‑of‑day (EOD) batch runs
- Perform annual Disaster Recovery (DR) exercises for supported applications
- Provi...