Continuous engagement with CSS (Product support engineering team) to triage high severity cases, provide them directions/solutions to meet first day resolution (FDR)
Work directly with our Azure HDInsight Product Group to provide world-class engineering support at a product component level.
Where a solution is not available encouraging to escalate to Product group and making sure a solution provided for the end customer is as quick as possible
Follow up on aging Customer Reported Incidents (CRIs) to make sure end user CSAT for your respective product is met and is getting higher and higher.
Keep track of Time to Resolve, Time to Mitigate metrics and improve them month over month.
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