How will you CONTRIBUTE and GROW?

The Digital & IT Product Expert provides technical expertise on products, services, and solutions to ensure their availability and reliability. This role focuses on proactive maintenance and incident resolution to meet agreed Service Level Agreements (SLAs).

1. Provide Corrective L3 Support

The Digital & IT Product Expert delivers L3 incident resolution and root cause analysis within SLAs, ensuring high availability through proactive maintenance and upgrade management.

Related Activities:
- Deep-Dive Incident Resolution: Act as the final escalation point for technical issues (Level 3), handling complex defects and root cause analysis that L2 support teams cannot resolve.
- SLA Compliance: Ensure all incident resolutions and system up-time metrics strictly adhere to the agreed Service Level Agreements (SLAs).
- Proactive & Adaptive Maintenance: Perform preventative maintenance to ensure system stability and adapt the solution to environmental changes or recent requirements.
- Patch & Upgrade Management:



Manage the technical deployment of product upgrades and patches to ensure security and feature currency without disrupting operations.
- Availability Assurance: Dedicate technical efforts to ensuring the continuous availability and reliability of the products and services

2. Create and Maintain a Knowledge Base

Accountability:

The Digital & IT Product Expert ensures technical continuity by creating and maintaining documentation for products, product changes, and troubleshooting incidents.

Related Activities:
- Develop and Maintain Functional Documentation: Create and keep up-to-date detailed functional documentation for product changes. This serves as a key reference for future development and support activities.
- Document Solution Configurations: Record specific solution configurations to guarantee reproducibility and assist with effective troubleshooting.

3. Act as a Technical Advisor

Accountability:

The Digital & IT Produc

📌 Product Expert Lead (Delhi)
🏢 Air Liquide
📍 Delhi