Technology Specialist -Senior

Purpose:
- The TOO (Technical Operations Owner) is accountable for the service being delivered to the customer by an application, a set of applications, a shared platform, or an infrastructure service.
- Key point of contact regarding the services under his responsibility; he is in direct relation with CSM, Implementation and the customer.

Responsibilities:

- Service Implementation
Owns or is involved in decision for handover to Operations

He is responsible to ensure all requirements needed by the operations team are fulfilled before transferring customer to Run phase

- Incident and Crisis Management
Key contact for escalations and crisis management or when SLA is  not met, the TOO is responsible for coordinating the "Service Restoration" for an application, a set of applications, a shared platform, or an infrastructure service.

He can contribute to service restoration actions.

- Problem Management
Initiates and manages the action plans, including follow-up of implementation.

- Change Management
Attends CABs if there is a complex non-standard change impacting an application, a set of applications, a shared platform, or an infrastructure service.  
Involved in Post Implementation Reviews.

- Release Management
Manages the implementation of complex releases.
Involved in the rollout planning, communication/training, installation and distribution phases of the process.

- Provides solution-specific technical knowledge to the support teams

- Maintains Customer technical documentation

- Manage the customers and their expectations according to the stipulations within the contract.