The Technical Expert oversees technical architecture, lead projects, and ensure a successful handover to operations. They provide high-level technical support to Service Managers on complex incidents. A key part of the role is also to drive service innovation and animate a product community to communicate strategy and foster continuous improvement.
Main activities
- Maintain expertise in connectivity products and technologies (SDWAN, LAN, WIFI, PROXY, DNS/DHCP, FIREWALL) with vendors to drive innovation in deployed solutions
- Manage and ensure compliance of network architectures with Technical Architecture and Operations Documents (DATEX)
- Update and maintain technical documentation and architecture compliance
- Lead small to medium-sized projects as project manager; ensure smooth transition to operational teams led by Service Managers
- Animate and lead communities around assigned products to communicate on strategy, product evolutions, and service understanding
- Drive continuous improvement actions through active community engagement and knowledge sharing
- Support Service Managers in controlling managed service provider activities, particularly on complex tickets and critical incidents
- Conduct technical diagnostics, validate action plans, and ensure resolution on complex and critical incidents
- Ensure technical best practices and compliance with operational procedures are respected
- Provide technical escalation support and expertise to Service Managers on complex operational topics
- Participate in service definition and continuous improvement initiatives
- Participate in vendor management and technical committees
- Optimize technical solutions to improve end-user experience and reduce costs