Senior Technical Care Specialist

The Technical Care Specialist provides 'advanced' technical and product support within Care service delivery. A global position in a 24x7 support environment with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Interprets internal and external business challenges and recommends best practices to improve products, processes and services.
  
• Has in-depth organisational and relevant market knowledge and uses understanding on how relevant areas can be integrated to achieve objectives. 
  
• Solves complex problems based on sophisticated analytical thought and complex judgment. 
  
• Contributes to development of concepts to determine professional direction of own organisational unit. 
  
• Acts as a subject matter expert leader for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business. 
  
• 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.
  
• Leads and supports technical activities in early product phases (releases, pilots, trials and early projects).
  
• Promotes, creates and approves knowledge articles (author, reviewer, approver, coach).
  
• Provides customer and internal technical training or consultancy. 
  
• Performs system level product competence training and knowledge transfer across teams.
  
• Reviews technical documentation and specifies features for supportability and maintainability.
  
• Works in customer and 3rd party interface (communications, partnering).
  

KEY SKILLS AND EXPERIENCE

Primary Job Responsibilities:

• Customer-centric approach and Interface to the customers and CTs for Care Cases.
• E2E case ownership with regular Governance with CTs. 
• Collaboration with L3 and Market teams.
• Perform initial diagnosis of incidents and find solutions through knowledge reuse.
• Perform Log collection, health check and Facilitate troubleshooting sessions between Customer & L3.
• Care delivery and Performance Management.
• Participate in Weekly case review meetings with Market & L3.
• 24x7 Critical Incident Support .
• Work in NAM Timezone.
• E2E ownership for Delivery To Care process.

Technical Skills:

• Kubernetes/OpenShift development/testing/support expertise , (or)  CNF Support/Deployment Expertise  (or)  Openstack Support/Development/testing expertise 
• Linux Level-3 Expertise 
• Basic Level-2 Networking Expertise.

Years of Exp: 12 - 15 years and relevant Cloud experience to 5 plus years 

Availability of Support: On-Call/EME Support: 24*7 , Night shift support.