Deploy and maintain products in the customer's system landscape.
Propose solutions regarding the customer operational issues and tune/configure products and related key software component as Operating System, Databases, application and web servers.
Define and lead performance scalability and testing projects and configurate integration components such as LDAP, SAML, databases, middleware etc....
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation....
Work with level 1 support in application knowledge transfer in establishing standard first level recovery process/system health check monitoring/scheduled activities as well as common application user queries.
Collaborate with internal stakeholders like application, business, infrastructure, security, and operations to continuously improve the stability of applications.
Develop support operational documents to summarize common support issues....
POC & demonstrations by lead and validate complex Proof of Concepts (POC), technical demonstrations, and site surveys to ensure solutions align with customer requirements and business objectives.
Vendor compliance, manage the team’s vendor certification roadmap to ensure the organization maintains necessary partner statuses and meets all technical requirement thresholds.
Business growth by collaborating with product team to design marketing programs and involves in meeting and quarterly sales quotas like QBR through technical leadership....
Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
Help maintain equipment inventory, including processing RMAs and ordering new equipment.
Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user....
Partner with AI engineers and developers — including agentic AI initiatives such as multi-agent orchestration systems, natural-language query layers over real-time vision event data, and LLM tool-use and automation — to scope, estimate, and sequence work accurately.
Develop detailed project plans, timelines, and resource allocation; monitor progress and report against KPIs.
Serve as the primary point of contact for clients, managing communication and expectations across technical and business audiences....
Experienced in understanding end-to-end business processes, designing scalable digital solutions, coordinating with stakeholders, and working with development team in an Agile Scrum setup
Experienced in planning and coordinating solution rollouts/ go-lives, release roadmaps, as well as driving change management and user enablement in a structured manner
Strong analytical and problem-solving orientation; leadership and project management experience preferable...
You will accompany decision-making committees and play an active role in the preparation of management reports
After a short time, you will take on independent tasks in IT projects
By working at different locations, business areas, and Group units, you will have the opportunity to get to know the Group intensively and build up a Group-wide, international network...