Work Experience:Change Management & Release and Deployment Management> Creating RFC (maintenance window) documents for the installation/upgrade activities in strict compliance with document procedures and work towards securing approval for execution of the RFC tasks.> Executing the approved RFC’s on Cloud customer environments > Execute product upgrade projects for Cloud customers including A & A+ customers.Incident Management & Problem Management> Working on assigned incidents and resolving them as per defined Service Level Agreements (SLAs).> The incidents assigned are of a more complex and critical nature for this position> Key technical resource for handling outage situations and RCA creation.> Root cause analysis of high complexity issues that are recurring in nature by working closely with the > > > Cloud Problem Management team. > SME for BI, EAM, Dell Boomi.Service Requests Management> Perform database refreshes and other DBA tasks> Perform system performance examination using performance SME tools and create reports with recommendations to improve performance.> Other Cloud environment tasks/activities as assigned Pre-live customer environment management tasks> Kbase article creation , report creation & work instruction creation/modificationContinuous Improvements> Provide suggestions for improvement and draft work instructions for activities that do not have documented instructions> Develop training/mentoring plans for team members> Evaluate new products so as to ensure readiness within the team for future RFCs