Monitors and evaluates performance, supports readiness, and assesses driver improvement in quality for Teams. Performs technical mentoring to share expertise. Contributes to team success by providing mentoring, coaching, and technical training as required.
Performs thorough case reviews; ensures progression of cases to solve increasingly complex technical issues. Acts as a case escalation point for engineers to unblock servicing and escalation processes; ensures team members have access to appropriate resources to find the resolution.
Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Technical Managers.
Collaborates on cross-team and cross-product technical issues by working with resourc...