• Acknowledge incoming user reported incidents via calls/ emails.
• Monitors incoming tickets (securing reaction times)
• As required : Checks, adds or changes the category, priority and application area of new tickets (per agreed priority definitions)
• Routes ticket appropriately if unable to provide resolution.
• Incident Triaging and Problem Management
• Participate in Customer/Stakeholders meeting/discussion
Liaise with product vendors, other support teams and third party support for issue resolution
• Handover support to offshore teams.
• Support Product patches and fixes with testing and deployment
• Coordinate and plan with Customer on Continuous Service improvement initiatives
• SPOC for Client on any support related escalations on store back office application
• Performs technical changes on cold fusion and SQL that are needed as minor enhancements