- As part of the ETG Product Ops team, proactively work on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
- Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met
- Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals
- Work closely with Engineering teams to gain understanding on the current feature releases for ETG Products prior to the Production release, so Operations Support team can handle issues from day 1 of feature release
- Gather and share customer feedback or recurring support issues with Product teams for potential feature improvements
- Provide insights and analytics on metrics, recurring issues, and prioritization of new features.
- Drive continuous improvement in operational efficiency and effectiveness.
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