Record and classify received LIVE defects (on JIRA) in the automation workflow for Incident Management and undertake an immediate effort in order to restore the failed Automation service as quickly as possible
Assign unresolvable LIVE defects to appropriate second line support group and track them to closure
Understand Business rules and Automation tasks configured in Resolve (service orchestration tool )
Keep users informed about their LIVE defect status at agreed intervals
Resolve LIVE defects or co-ordinate with second line group to resolve LIVE defects within the specified Service Level Agreements/Operational Level Agreements
Provide necessary support to the second line support group to fix LIVE defects or any updates necessary in the Workflow Design