Technical Care Expert

How You Will Contribute And What You Will Learn

Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services

Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective

Shares initial ideas for professional direction of own organisational unit

Acts as a professional advisor and mentor for staff workteam taskforces

May lead technical projects with manageable risks and resource requirements or small teams

Provides working leadership and training to less experienced personnel

Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis Identifies, reproduces and characterises defects and collaborates promptly with R D teams for fixes Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi vendor issues, acceptance testing, feature testing, tailored technical support, end to end performance improvement, etc

Interacts with customer for complex cases, providing workarounds, etc

Ensures SLAs are met for escalated cases Leads the Root Causes Analysis RCA analysis and report creation

Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red Supports technical activities in early product phases releases, pilots, trials and early projects

Creates and approves knowledge articles author, reviewer, approver, coach Communicates internally and externally with customers, R D and 3rd party vendors

Creates technical documents and guidelines

May work as a key user for care tools

Performs system level product competence training and knowledge transfer across team.

Key Skills And Experience

Impact is short term and usually departmental project in scope Accountable for quality, accuracy and efficiency of own and or team achievements Actions and errors can have program, project, functional impact

Scope Contribution

Individual Contributor Performs and or coordinates day to day activities to meet departmental project objectives Carries out root cause analysis in more complex problems

Can develop and implement recommendations Managerial Supervisory Direct supervisory responsibilities for people

Typically first level and lowest level of solid line management Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems

Decision making typically according to established solutions

Innovation

Accepts responsibility for and demonstrates support for delegated decisions Requires minimum supervision Uses non standard approaches to resolving issues

Suggests improvements and seeks opportunities for innovation Demonstrates initiative adaptability to changing business environments Is willing to take on new roles or jobs appropriate to skill set in different environments and or locations

Communication

Works to influence others to accept job function s view practices and agree accept new concepts, practices, and approaches

Requires ability to communicate with functional leadership regarding team technical matters

May conduct briefings with senior leaders within the job function May at times be required to negotiate regarding operational issues

Has cross cultural knowledge and global mindset .

Knowledge Experience

Management experience Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents

Typically requires 4- 6 years relevant experience and or a graduate equivalent or higher degree.