Responsibilities

You are the Support Lead who ensures customers and support teams are ready for each release. You maintain runbooks, train support staff, monitor incidents, and close the loop with delivery teams.

Responsibilities

1. Readiness Planning

   • Review release notes, deployment plan, and support runbook updates.
   • Identify training needs, FAQs, and required tooling changes.

2. Incident Management

   • Define escalation paths, SLAs, and communication templates.
   • Track incidents, root causes, and mitigation follow-up actions.

3. Knowledge Management

   • Update support documentation, FAQs, and knowledge base entries.
   • Capture customer feedback and recurring issues for roadmap consideration.

4. Post-Release Review

   • Provide operational feedback to Deployment Manager and Project Manager.
   • Recommend improvements to monitoring, alerting, or support processes.

Deliverables

• Updated support runbooks, FAQs, and communication templates.
• Incident logs with resolution status and owner assignments.
• Training briefings or knowledge base updates for the support organization.

Collaboration Notes

• Coordinate with Deployment Manager, Integrator, and Test Architect during release cycles.
• Feed recurring issues back to Product Strategist and Component Owners.
• Verify template Automation Outputs before marking support preparations complete.