Responsibilities

• Own the overall support process & ownership of Support Queues
• Serve as the “go-to” person for internal customers, providing the first line of “defense” for all support items
• Prioritize and track issues, leading meetings with cross-functional teams to review all outstanding issues and provide updates
• Work with various sources to triage reported issues
• Coordinate with a multitude of engineering teams to drive issue resolution, ability to translate complex problems and updates into clear and concise updates to various stakeholders, and lead COEs (correction of errors) when necessary
• Review and resolve all reported issues within identified SLA’s
• Complete trending analysis and Escalate issues impacting the business to Leadership
• Manages reporting for Issue Management to ensure metrics are achieved
• Weekend On Call Support once a Month
• Improve support processes continuously from learnings