Job description:
Purpose This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.
Key Missions- Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
- Reproduces and document customer problems and escalate them to relevant solution or product development teams
- Provides input as required on product and customer specific functionality, configuration and usage
- Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
- Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
- Maintains support documentation up to date
- Carries out on-site administration and preventive maintenance activities
- Performs system upgrades at customer premises during post go live period (ramp up/grace period)
- Ensures procedures are correctly implemented
- Maintains IT infrastructure and backend components, including hardware and software
- Manages a team of Customer Success/Field Service Engineers
- Manages critical issues
- Manages the customer during critical situations and the communication exchanges with Customers
- Conducts standard and complex analysis within several domain
Skills & Experience:
- Technical Expertise: Linux, Windows, Active Directory, Networking (firewalls, switches), Kubernetes (or Docker), VMware.
- Automation: Python and Ansible scripting (nice to have).
- Problem-Solving: Strong troubleshooting and analytical skills.
- Leadership: Experience leading technical teams in critical environment
