Product Support Engineer

Facilitate the Maintenance team activities

Get in-sync/get daily handover from other facilitators

Run the daily stand-up (using Kanban methodology) for your respective time zone, for team members working in rotation

Check and enforce that IR/PTR are regularly updated with clear statuses and next steps

Ensure daily monitoring is done prior to start any load in PRD

Ensure software load monitoring (when required) is done in a timely manner

Reassess/review priorities based on incoming topics and associated urgency

Be the main escalation point/PoC in multiple Teams groups / Dedicated channels for PRD topics

Preparing and supporting major events/projects in Production

SLA Management

Share and enforce expectations/contractual obligations with team members in rotation

Coordinate with Releasing team to prioritize loads to secure delivering in the SLA target

Follow-up weekly with our GES L2 on all on-going records under SLAs (and associated targets)