• Provide technical support to a large scale of products. 
• Provide acknowledgement, resolution and set expectations from the actual technical analysis. 
• Log, investigate and track technical issues from clients. 
• Closely monitor application events via web-based monitoring system. 
• Familiar with escalation procedures when working with responsible departments, depending on the severity of an incident. 
• Adhere to incident management KPI's. 
• Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly. 
• Teamwork to ensure effectivity of resolving incident calls, and effective communication with other teams. 
• Deploy products' features and fixes to live environments whilst understanding the potential impacts on various systems. 
• Document technical articles and problem resolution steps in company knowledge base system. 
• Identify and develop ideas to enhance tools, process, training, techniques etc. 
• Work diligently and responsibly on all live environments. 
• Provide excellent services to both internal and external parties in a timely manner. 
• Standby or On call is required for this job position