· Ownership of Customer Production P1,P2,P3 and P4 issues
· Responsible for problem analysis and resolution of Customer Production P1, P2, P3 and P4 issues within SLA times.
· Responsible for all customer and internal communications on Customer Production P1, P2, P3 and P4 issues
· Owns RCA of Customer Production P1 and P2 issues and assignment of follow up actions
· Managing the Support call queue ensuring issues are reviewed and assigned within SLA, also responsible for ensuring follow up on all open support calls ensuring they are review by assignee and progressed.
· Product setup and control of Pre-Production and Production environments. This includes
o Initial application setups
o Application upgrades (large and small)
o Pre go-live and post go-live
· Sets up environment monitors and application monitors
· Defines product enhancements required to aid operational success
· Owns Environment documentation
· Training and working with non-hosted customers to ensure they successfully manage all the above