Acts as the single point of ownership for L3 support issues, ensuring proper logging, tracking of vendor tickets, and coverage during holidays, weekends, and critical business periods
Manages offshore support rosters and shift assignments, engages with vendors for escalations and product issues, and coordinates with onshore development teams for bug fixes, configuration, or data-related issues
Leads root cause analysis sessions, ensures closure of preventive actions, and provides timely updates during high‑severity incidents
Coordinates with system owners on technical impacts and recovery timelines, while managing scheduling and communication for production deployments across multiple teams
Conducts code reviews for hotfixes and technical changes, and validates change artifacts including impact analysis, release procedures, and test evidence