About the Role
Responsibilities
Serves as the single point of ownership of L3 support issuesLog and track support issues and vendor ticketsMaintain offshore support roster, including shift assignmentsEnsure coverage during holidays, weekend (if applicable) and critical business periodsEngage with the product vendor for escalations, product defects, patches, etc.Coordinate with onshore dev teams for bug fixes, config issues, or data alterationsLead root cause analysis sessions and ensure closure of preventive action itemsProvide timely updates during high-severity incidentsCoordinate with system PIC for technical impact and recovery timelinesConduct code reviews for hotfixes, code changes, and technical implementationsValidate change artifacts (technical impact analysis, release procedure, test evidence)Prepare change requests, risks assessments and ...