EPC Product Support Manager

How will you CONTRIBUTE and GROW?The DDS InnoTech - EPC Product Support Manager oversees the global support ecosystem of EPC products within the Digital Delivery Services (DDS) Innotech. He/She is in charge of leading, planning, directing and controlling all activities related to Product Delivery and Technical Operations (RUN) according to customer engagements in order to maintain operational integrity and product performance.
He/she is reporting to the DDS Innotech EPC Domain Manager and will be part of the management team of the Core Business Domains department. He/she is managing the product experts and product support experts teams on operational topics and working closely with the EPC Domain Products team.

Leadership and Team Management

Accountability: Hierarchical management of the level 3 support team (experts) and the globally distributed level 2 support teams (support experts). 

Related Activities: 

• Acting as the primary interface between the Level 3 support team and the frontline user-facing teams (Level 2 support teams)

  
  

• Managing the resource allocations

  
  

 

2. Service Management

Accountability: Monitoring and management of performance KPIs for the EPC domain.

 

Related Activities:

• Serve as point of escalation, review and approval for key issues and decisions for EPC domain product experts / support experts team

  
  

• Present service performance /metrics data in a way which is understandable, actionable and adds value to the EPC domain Product portfolio / EPC domain Manager / DDS Innotech Operations Director

  
  

3. EPC domain Products Operations and Performance

Accountability: Day to day EPC domain products operations and performance. 

 

Related Activities:

• Responsible for the Service Level Agreement related to EPC domain products

  
  

• Accountable for incident & request management, resolution and related continuous improvement

  
  

• Recommends improvements of the products to be included in the roadmaps based on the customers feedback  

  
  

4. Change Management 

Accountability: Change Management 

 

Related Activities:

• Responsible for change management during releases and deployments 

  
  

• Ensures that all risks to capacity and availability are identified and appropriately mitigated

  
  

• Visibility and planning of changes

  
  

5. Product Upgrades & Patch Management

Accountability: With his/her team of Product Experts, manage the EPC product upgrades and patches. 

Related Activities:

• Strategic Planning & Impact Analysis

  
  

• Sandbox Testing, User Acceptance Tests coordination & Validation

  
  

• Execution & Deployment Strategy

  
  

 

6. Knowledge Management and competencies upskilling

Accountability: Ensure knowledge is shared and maintained within the Team. Prepare upskilling to new technology and products 

 

Related Activities:

• Responsible for Knowledge management related to the EPC products (RUN) 

  
  

• Prepare / deploy upskilling competencies plan in the frame of transformation program (E&C ALign)

  
  

___________________Are you a MATCH?

Education

Bachelor’s or Master’s Degree in Engineering, Business, IT or equivalent experience 

 

Training, certification

Domain: Engineering, Information Technology, Business

 

Work Experience - Overall - 10 plus years in Service/Product delivery operations.

InnoTech Operations:0-5 y

Digital & IT:5-10 y

Management:> 2y

 

Language-English

Level-Fluent

 

Technical expertise 

Experienced in IT products development and operations, Understanding the 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.