• Implements incident management processes and procedures to ensure timely resolution of production issues • Works with cross-functional teams to identify and address root causes of production incidents • Develops actionable insights on system health and performance • Coordinates the implementation of automated tools and software to enhance operational efficiency • Conducts incident post-mortems and root cause investigations • Creates and maintains relationships with business stakeholders • Prioritizes support tasks based on criticality and business impact • Guides junior-level production support team members • Ensures that support procedures, incident resolutions, and system configurations are well-documented