Juan Paolo Zafra

Ensure production incidents are resolved in a timely manner. Find some workaround for cases where immediate code change is not possible Involved in the end-to-end process of incidents that requires technical fix - from analysing root cause to assisting user in testing Translate the business use-case to something a developer can easily understand. Serves as a point-of-contact when there's a question either from the developer or the user Audit developer's task and make sure it is compliant to the standard

as production support: Assist the bank with their day-to-day activities, specifically on functional issues and questions For production-related problems (incidents), assess the impact, analyse root cause, provide workaround if its a technical issue Send the exact issue to L3 support, with detailed steps on how to reproduce it, the business background behind it Prepare the document whenever a task is needed to be executed in production and the user does not have rights to do so

As L3 support, have a close coordination with L2 in resolving production-related incidents, by providing either a technical (code) fix, or in cases where its simply a product "misunderstanding", an explanation in layman's terms Conducts internal code review within the team to ensure code compliance, and reduce code rejections by the auditors Assist teammates by taking over some of their task whenever possible