Job description:
Purpose This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.
Key Missions- Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
- Reproduces and document customer problems and escalate them to relevant solution or product development teams
- Provides input as required on product and customer specific functionality, configuration and usage
- Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
- Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
- Maintains support documentation up to date
- Ensures procedures are correctly implemented
- Conducts standard and complex analysis in autonomy
- Coaches and challenges peer(s)
- Brings expertise on Support domains
- Participates in high-level technical meetings with the customer
- Eventually involved critical issue processing
- Main interface for card/solution related technical topic between the technical communities in the organization
- Ensure the quality of the product developed by R&D to minimize the industrialization issues and accelerate go to market.
- Maintain the technical skills of the technical communities on the technology standards
- Improve the customer satisfaction and minimize the business impact in case of technical issues
- Proactively act to understand customer technical needs and identify potential card/solution in relation with IDEMIA product roadmap.
- Ensures procedures are correctly implemented
Profile & Other Information- Computer Science Engineering
- Experience > 5 years
- Experience in Smart card technology and project management Creativity / Analysis
- Thorough knowledge of (U)SIM card usage in Network
- Thorough knowledge of Telecom network functionality
- Experience in coordinating multiple pools of activities
- Knowledge of Smart cards/embedded and digital technology
