Application Support Manager

Developer Support Specialist

Developers are heavily consumed by support and incident handling instead of focusing on roadmap and new features.

No single owner for application support, SLAs, and customer communication during incidents.

Reactive support rather than proactive monitoring and continuous improvement.

Limited documentation and knowledge base, which increases resolution time and dependency on individuals.

Lack of support expertise : All resources assigned now are developers and this can be boring for them and also they have no experience dealing with production issues and how to be solved and they need an expert to guide them.