Ticket Management (Salesforce): Receives, acknowledges, tracks, and resolves incoming production support tickets via Salesforce, ensuring all incidents are properly documented and resolved within agreed Service Level Agreements (SLAs).
Cross-Platform Troubleshooting: Digs into .NET backend services, APIs, databases, and native mobile codebases to identify exactly why a system is failing.
Hotfixes & Code Patching: Applies immediate code-level fixes or workarounds for live bugs across .NET web services or native iOS/Android applications.
System Monitoring: Actively utilizes Dynatrace to monitor system health, sets up custom alerting thresholds, and traces transaction slowdowns from the mobile frontend down to the .NET database layer.
Preemptive Action: Catches performance degradation, memory leaks, or API timeouts in Dynatrace before end-users or the business even report a problem, preemptively logging the issue in Salesforce for resolution.
Deep-Dive Investigation: For recurring issues or major outages, conducts a thorough analysis using Dynatrace logs and system data to figure out the exact point of failure.
Defect Escalation: If a bug requires a massive architectural rewrite, documents the exact issue in Salesforce and package it for the Digital Systems Delivery team to add to their project backlog
Runbook Creation: Writes and maintains standard operating procedures (SOPs) and technical runbooks so the team knows exactly how to fix common mobile and backend errors.
Go-Live Readiness: Shadows the Delivery and QA teams during the final stages of a major project to ensure proper instrumentation is set up and Salesforce routing is configured before a new feature goes live.
Mobile Application Continuous Improvement: Proactively identifies opportunities to upgrade, update, or optimize the mobile application's performance, stability, and user experience. Proposes app-level enhancements and actively participates in developing and implementing support-led initiatives to improve overall mobile app quality
