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
- Education - Degree in Engineering, Business, IT or equivalent experience
- Domain - Engineering, Information Technology, Business
- Work Experience - InnoTech Operations - 0-5 years; Digital & IT - 0-5 years
- Technical expertise - Understanding the Digital & IT profession (planning, building, deploying and running digital solutions), InnoTech business (Engineering, Procurement, Construction).
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.
Skills Required
- Degree in Engineering, Business, IT or equivalent experience
- Experience in Engineering, Information Technology, or Business domains
- 0-5 years experience in InnoTech Operations or Digital & IT
- Experience delivering Level 3 incident resolution and root cause analysis
- Knowledge of SLA compliance, patch and upgrade management, and proactive maintenance
- Ability to create and maintain functional documentation and solution configurations
- Experience advising product roadmaps, liaising with vendors, and conducting product demonstrations/workshops
- Understanding of planning, building, deploying and running digital solutions and InnoTech business (Engineering, Procurement, Construction)
Air Liquide Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Air Liquide and has not been reviewed or approved by Air Liquide.
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Healthcare Strength — Health insurance and life coverage are broadly provided under a global common care baseline that includes inpatient and outpatient healthcare. Dental and vision coverage are present in many locations, and short-term disability provisions have been enhanced.
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Parental & Family Support — Policies provide at least 14 weeks of fully paid maternity leave globally and paid parental leave for non-birthing parents in the U.S. Childcare benefits are available in some countries as part of the package.
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Strong & Reliable Incentives — Annual incentive bonuses, performance bonuses for exceeding goals, and profit-sharing are integrated into the total rewards structure. Feedback suggests additional earning avenues like overtime can further augment pay in eligible roles.
Air Liquide Insights
What We Do
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 75 countries with approximately 66,400 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
