About the role

• Provide Level-3 (Expert) support of Systems, Backup and Storage products with excellent understanding of Security and Clould Infrastructure
• Provide Level-3 (Expert) support of PAM Solutions
• Design, Implement and integrate Antivirus solutions with hybrid cloud technologies
• Provide Knowledge Transfer to the Level-2 teams
• Provide On-Call support on request basis
• Product Industrialization (Market watch, Product Study, Release Management, L2 Knowledge Transfer, Service Management)
• Validate the customer requirements & work on the customer design & Prepare the Low Level Design
• Provide support to the Pre-Sales teams for validating the build process
• Build & Integration support for TTM and complex customer projects
• Perform the initial Deployment and Validation of hardware
• Understanding of Problem Management Process & Procedures
• Follow the complete Life-Cycle of Problem Management
• Provide support on the Anomaly Requests raised by Solution Support teams(L2), CTS2 teams (L1) and IT- Customer Service Managers (IT-CSMs)
• Develop and implement automation and integration for the cloud and system infrastructure solutions of our customers
• Provide Root Cause Analysis (RCA) for all major problems
• Regular follow-up with the L2 teams, L1 teams and IT-CSMs on the improvement plans for the workaround / resolution provided
• Regular uploads of Problem Record details in the OCB Known Error Database (ASKIT)
• Maintain a high degree of technical knowledge of all Orange Business Services products, services, and solution sets.
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.

• Effective customer satisfaction by delivery of Cloud projects with right quality and on time.
• Quality of support within the Time schedule
• Knowledge Transfer/Sharing, L2 Handover
• Effectiveness of Solutions/Support
• Validation of new Products and Major Releases related to Cloud Systems with subsequent documentations
• Contribution towards Problem Management Process
• Level 3 (L3) Support
• Root Cause Analysis Reports on Critical and Major incidents
• Communication with all the Stakeholders
• Knowledge Base and Known Error Database
• Ensure that the Level-2 system teams are adopting the new technologies that are added in the Product catalog
• Ensure the consistent Level-3 support to Level-2 systems teams and customers
• Ensure the development and maintenance of Service and Product catalog
• Ensure systems are available, reliable, and work at optimum performance
• Management of Mean Time To Restore Service targets
• Provision of technical consultancy to development plans and projects
• Ensure legal requirements are adhered to for the licensing
• Provision of effective and efficient running of the systems and ensure its optimum performance
• Regularly upload Technical Instructions in OCB ASKIT