- Provide L2 technical support for Pramana’s products, resolving daily issues and handling escalations.
- Log, track, and escalate product defects; report outages and submit weekly status reports.
- Ensure proper governance compliance and correct use of deployments across all locations.
- Participate in escalation management and contribute to improving product support practices.
- Provide 24/7 emergency on-call coverage, escalating critical issues as needed.
- Maintain accurate records of incidents and outages while delivering high-quality customer service to all stakeholders and deployment sites.