Review reported bugs submitted by various channels, triage, validate whether it’s expected behavior or not and attempt reproduction before escalation.Identify team ownership to involve the appropriate engineering resource for the issueMonitor escalated bugs holding engineers accountable to their SLAs and pushing reprioritization as scope of impact changes.Escalate outages to the owning team’s on-call engineering resource and be available to assist with debugging.Create responses and support instructions for our all our support agents globallyIdentify and provide workarounds when applicable to minimize customer impact of live bugs/outagesAssist with documenting and tracking of all bug and outages that impact support metricsProcess improvements for bug and outage reporting as the needs of the organization and the team evolveMaintain and continue to build our library of resources used while supporting outagesOutage Management and Reporting to all of CommOps