Solve production support issues, and establish modern practices to increase and monitor software reliability, quality, and maintainability
Communicate directly with business customers and partners to understand and resolve problems both tactically (provide immediate relief/fix) and strategically (SRE)
Coordinate priorities with the Support and Maintenance project manager
Communicate directly with lower levels of customer support organization
Communicate directly with customers as needed to understand requirements and ensure successful resolution of issues
Work closely with the R&D engineering team to ensure that upcoming new features are sufficiently covered with Supportability requirements
Identify, design, and implement Supportability product improvements
Provide technical and non-technical leadership to other members of the maintenance team
In addition to leading others, you will contribute directly to the team's tasks: troubleshooting, coding, testing, etc
Create and maintain processes and metrics to manage the day to day operations of the maintenance team
Provide estimates of effort
Write product specifications, designs, and technical manuals