The Process Manager ensures the process meets the business unit goals and objectives (operations), and is responsible for the entire process lifecycle (analyze, design, implement, monitor, and improve). The Process Manager is a subject expert for the process.
The Subject-matter expert (SME) provides specific subject matter expertise and expert guidance on specific topics based on best practices and experience. The SME troubleshoots, performs deployments and configures the application servers to optimize the product.
First-level support is the single point of entry for all customer issues and requests. The tasks of first-level support include issue reception, record creation, record validation, record monitoring, and dispatching and reporting, as well as validation of monitoring results.