Job Description
Role and responsibilities
Incident Response and Triage
- Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
- Create ticket if necessary
- Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
- Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.
- Consult dev teams for resolution if required.
- Escalate to relevant dev teams if involved codes fixings or system enhancement.
Schedule maintenance support
- Communicate with external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.
- Apps testing after maintenance
- Ensure app services back to normal after maintenance
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