Interprets internal and external business challenges and recommends best practices to improve products, processes and services.

Solves complex problems based on sophisticated analytical thought and complex judgment.

Acts as a subject matter expert for staff / workteam taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.

Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.

Identifies, reproduces, and characterizes defects and collaborates promptly with Product support teams for fixes.

Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.

Interacts with customer for complex cases, providing workarounds, etc.

Leads the Root Causes Analysis (RCA) analysis and report creation.

Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.

Leads and supports technical activities in early product phases (releases, pilots, trials and early projects).

Promotes, creates and approves knowledge articles (author, reviewer, approver, coach).

Provides customer and internal technical training or consultancy.

Performs system level product competence training and knowledge transfer across teams.

Reviews technical documentation and specifies features for supportability and maintainability.

Works in customer and 3rd party interface (communications, partnering).