- Responsible for providing technical and business operations support for the client Applications.
- Handling and resolving queries on technical and business operations from the customer.
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Manage customer expectations regarding estimated response times for issue resolution.
- Meet SLAs like response and resolution times in coordination with L2 and L3 Support.
- Collaborate with L2 and L3 team members to properly manage customer inquiries and escalate when appropriate.
- Run monitoring reports for usage, performance, and/or availability.
- Excellent ability to learn and articulate software-related and technical concepts.
- Solid active listening skills and excellent written and oral communications skills.
- Strong attention to detail when communicating with customers.
- Ability to empathize with customers and convey confidence.
- Experience in monitoring servers/instances and applications in a highly available environment and designing s/failover contingencies.
- Proactive in identifying, escalating, and addressing project issues and risks.