Direct Support Operations: Oversees the end-to-end lifecycle of production incidents (L2/L3 support), ensuring technical issues are acknowledged, diagnosed, and resolved within targeted timeframes.
Root Cause Analysis (RCA): Leads investigations into critical or recurring system bugs. Partners with the Delivery team to ensure permanent structural fixes are planned so the same issue doesn't happen twice.
Crisis Management: Acts as the incident commander during critical system outages, coordinating emergency hotfixes and keeping senior leadership informed.
Resource Management: Leads and mentors a team of Support Engineers/Analysts. Schedules rotations or on-call shifts to ensure adequate support coverage during business hours.
Prioritization: Manages the incoming support queue, separating minor user queries from critical system defects.
Go-Live Handover: Works closely with the Project Director and QA Analyst to review new code deployments. Ensures the support team is properly trained, has complete documentation, and is ready to maintain new features before they hit production.
Change Management Liaison: Reviews upcoming change requests (CRs) to assess potential risks or impacts on the live production environment.
System Monitoring: Establishes proactive alerting and monitoring dashboards to catch application performance degradation or system failures before end-users notice them.
Performance Metrics: Tracks and reports key support metrics, such as Mean Time to Resolution (MTTR), SLA compliance rates, and recurring ticket trends, including downtime, to demonstrate system stability improvements.
App & Process Optimization: Acts as the catalyst for improving mobile application stability and user experience. Proactively recommends architecture updates, SDK upgrades, and workflow revisions based on support data, leading the team's involvement in rolling out these enhancements
