Providing Tier 2 level support for the Service Management Center (SMC). Fault detection management, escalation matrix updates, and ensuring timely resolution to reported platform faults. Over-sighting system KPIs and generating periodic system downtime reports. Convene CAB (Change Approval Board) meetings to review and schedule tested platform deployments/changes. Analyze incident tickets for frequent system/platform failures, raise problem tickets and escalate to SMEs (Subject Matter Experts) for permanent resolution. Convene a post mortem meeting after a major system failure to identify the root cause, possible fix and recommend future response. Update the BoK (Book of Knowledge) with troubleshooting guides, workflows, standard operating procedures(SOPs) and meeting minutes.