Identifying problems and opportunities , and participate in developing solutions
Participate and own investigation and resolution of complex problems related to supported technologies
Provide escalated ticket / incident management supported applications as well as will participate in defect management , issue tracking / trending.
Taking leadership in owning issue resolution and driving them to completion.
Ensuring that incident and problem management processes and procedures are followed and adhered to standards.
Communicating to end users , engineers , and operations
Work with the vendor on any support cases to seek out and test remediation
Provide performance / capacity metrics and ad hoc reporting of the same
Provide technical expertise and share knowledge with team as required