• Provide Level 3 Application Support and Service Operations • Serve as a technical expert within the team and assist and guide Application and Infrastructure Support L1-2 engineers in the execution of their duties and issue resolution • Provide Support and help with service operations to Openwave customers during EMEA business hours Monday to Friday • Own and resolve technical issues, incidents, problems and service requests that may arise with the Openwave customers, hosted and non-hosted, in EMEA and other regions • Work them to complete resolution to customer satisfaction and as per the customer applicable Service Level Agreement • Maintain administration of the cases ensuring that case detail and status is accurate and up-to-date at all times • Be part of the Global Support 24x7 on-call rosters being available within 15 minutes to work high priority customer issues during out of business hours • Log issues with Engineering in Jira • Reproduce the bug and provide all reasonable data, including the instructions on how the bug is reproduced, to the Engineering group to assist them in resolving the issue • Create knowledge base documentation for resolved issues and operational procedures where an existing document does not exist or the issue is not covered by product documentation • Write tools and scripts to assist in trouble-shooting and operational activities • Represent Support on the Product development lifecycle ensuring correct product supportability and its readiness for production • Own the whole lifecycle of operational changes in customer environments from CR/ECR creation to implementation during maintenance windows, testing and validation • Technically engage in and often lead the technical resolution of crisis management situations as requested by management • Raise issues that may result in a crisis management situation to management at the earliest opportunity • Install, configure and test new patches and services on laboratory and on production creating all the needed documentation (Method of Procedure, Architecture document, Acceptance Test Document) • Provide support to the customer during the acceptance and integration testing phases as applicable • Deploy new platforms from start to end including the cutovers and traffic migrations at customer site • Participate on all regular customer meetings supplying updates on the open issues, their status and resolutions, etc. • Liaise with the rest of the Openwave Support team when needed for the escalation and troubleshooting of issues and with the Professional Services team to assist in project tasks