escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager..assigned tickets Document troubleshooting steps and resolution details Know when to include the Incident Manager..You will work on 2nd line cases for the assigned OneSpan product(s)/services. 2nd line cases typically..1st line troubleshooting guide Create and submit knowledge articles Share knowledge for assigned product..Pro-actively search for and develop plans to build up and maintain relevant knowledge for associated product