Technical Solutions Expert

Twoja rola

Change Management:

• Process standard/complex change requests at the system and infrastructure level for clients.
• Update and configure standard/business applications for clients.
• Plan upgrades and major changes to ensure reliability and availability.
• Act as the main point of contact/support for clients regarding essential changes to their systems.
• Provide inputs to the team for change requests requiring advanced skills.
• Work with the project manager to establish new change management processes for specific needs, particularly in the context of transformation.

Incident Management:

• Provide level 2 support by addressing escalated issues, resolving errors, and developing technical solutions and process improvements.
• Identify recurring issues, analyze root causes, and provide sustainable solutions.
• Restore service as quickly as possible after a service outage incident.
• Escalate unresolved incidents to other teams with in-depth diagnostics.
• Be capable of providing expert support during major incidents.
• Participate in crisis management activities and technical escalations.

Reporting and Communication:

• Actively communicate with the client to correctly identify and resolve issues and manage their expectations.
• Build strong relationships with internal and external stakeholders to maintain and improve user service and enhance knowledge and information sharing.
• Promote a proactive and service-oriented culture within the team.
• Provide reports on operational issues to the manager.
• Conduct technical debriefings with the manager on operational issues.