1. Investigate, diagnose and replicate bugs and faults reported to restore a failed / degraded feature or service as quickly as possible by working with various teams but not limited to Development, Cloud, Network and Database teams
2. Assist in resolve bugs within the specified Service Level Agreements/Operational Level Agreements in collaboration with the development team and product owners as applicable
3. Troubleshoot bugs across a wide range of application modules using monitoring solutions and/or with logs and test case analysis. Troubleshooting code is not expected, but is nice to know.
4. Provide first-line investigation of bugs which may include business, system and technical analysis, diagnosis and reporting of all bugs reported by customers and internal stakeholders
5. Identify potential and recurring bugs within the application in the production setting and its impact the business of the customer. Takes steps on permanent resolution of bugs and defect prevention.
6.
Escalate major bugs to the Service Account Manager and highlight these in sprint planning and standup calls
7. Escalate bugs at risk of breaching Service Level Agreement/Operational Level agreements and internal benchmarks
8. Escalate unresolved Bugs to Level 3 and work with stakeholders to track to closure
9. Handling developer interaction, following up on customer reported bugs, issues and clarifications, to get customer reported bugs resolved
10. Test change requests, report and track bugs and create test cases pertaining to the application change requests
11. Assist in monitoring and troubleshooting issues with application hosting infrastructure. Do preliminary log analysis etc.
12. Aid in the implementation of application monitoring and alerting capabilities with the intention of defect prevention / detection
13. Work closely with the development team, have a thorough understanding of the application and functionality when new s