• Understand the different SLAs and coordinate with support team for expediting the resolution of tickets
• Ability to Coordinate with Business users and Support team
• Ability to escalate the issues to the next level and keep users updated about the progress of the issue.
• Understand the different monitoring requirements
• Proactively provide overall feedback to Production Support Manager
• Ability to search for similar problems in the database and suggest resolution as applicable or pass it on to right stream of next level of support for quick resolution
• Understands interfaces/batch jobs working