• Analyze incoming business issues and incidents, prioritize them by impact, and escalate as necessary. • Collaborate with cross-functional teams to gather relevant information and determine the root cause of business issues. • Serve as the conduit between operations and product, the engineering team, and external vendors. • Function as an internal liaison between operations, product, and engineering for maintenance-related issues. • Identify workarounds, temporary solutions, or mitigation measures where possible. • Manage day-to-day responsibilities of triage, monitor bug ticket status, and identify and resolve impediments for bug tickets. • Ensure team members maintain a high standard of quality in issue write-ups and stakeholder communications. • Create and execute onboarding plans to train new staff, identify knowledge gaps, and provide refresher training for new and existing team members. • Assist team members and colleagues by reviewing bug release-note write-ups before publication. • Help develop and maintain a triage process to ensure consistent and efficient handling of business incidents. • Identify trends and recurring issues through data analysis, proactively address potential business disruptions, and present findings to stakeholders.