Product Expert

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 new 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 Product Expert  serves as the primary liaison between the product team and customers/users. Key responsibilities include effectively gathering user requirements, thoroughly understanding their needs, and clearly communicating product features and information to ensure maximum value delivery.

Related Activities:

• Technical Roadmap Advisor: advise the Product Manager and Solution Owner on the technical roadmap

• Vendor liaison: Manage high-level technical relationships with the vendor

• Manage client expectations regarding feasibility, scope, and delivery timelines, ensuring a realistic alignment between customer desires and the product roadmap.

• Conduct product demonstrations and workshops to showcase new features, validate use cases, and facilitate user adoption among key stakeholders

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Are you a MATCH?

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.