- Understand customer problems and provide timely, effective solutions
- Implement permanent and reusable fixes to recurring issues
- Translate requirements into actionable tasks for developers to develop, troubleshoot, and debug software programs
- Take a hands-on approach to resolve critical production issues within SLAs
- Analyze application, database, and system logs to perform performance tuning activities
- Collaborate with delivery managers on project estimations, backlog management, release planning, and delivery timelines
- Facilitate problem management and root cause analysis (RCA) meetings to implement preventive actions
- Ensure product quality, compliance with user requirements, and adherence to internal/external audit standards
- Develop and maintain informative, coherent, and usable project documentation, runbooks, and reports
- Review and approve patches for release to customer environments
- Develop reusable tools and productivity improvement solutions for the support team