Support and assist enterprise class customers with intermediate technical production.
Gather information independently, carry out necessary research and provide an in-depth analysis to resolve production issues.
Educate and empower customer on self task performance and investigations.
Provide severity and scope analysis of issues, inquiries and requests.
Maintain ownership until resolution of technical issue.
Handle and execute side projects independently.
Provide a concrete explanation of resolutions to issues.
Present inquiries and requests to Enterprise class customers.
Evaluate production support process and provide feedback.
Design production support procedures, policies and documentation.
Organize multiple production issues, customer requests and inquiries from other sources.
Delegate resolving issues, requests when required.
Provide application production support.
Installs, configures, troubleshoot, monitor and maintain software.
Update and upgrade software timely.