Analysis, diagnosis and resolution of Level 1 tickets from the clients (incidents and requests);
Escalation of incidents and requests with all the necessary information when an upper level intervention is required;
Gather of all needed elements for the diagnosis (trackers, debugs) and ensure the backup to share with higher levels;
Guarantee appropriate and necessary communication with the customer’s end-users for reported incidents and requests until their resolution;
Reassign out-of-scope requests to the appropriate department(s);
Follow escalation instructions and communication of any critical incident;
Understand and apply procedures and instructions;
Deliver patches to the customer’s release team.