Support Engineer Cloud

Technology, Data & Digital

In short

The Support Engineer Cloud provides solutions to customer-reported problems, handling issues according to SLAs and offering product/domain knowledge. Responsibilities include resolving customer issues, managing software updates, and troubleshooting critical cases in a virtual environment.

Responsibilities

Handle and resolve customer issues
Provide dedicated support
Deliver results & meet customer expectations
Handle Software Update Management (SUM)
Handle Customers and internal Stakeholders from a Technical perspective
Work with a diverse team
Keep track of ongoing Customer service requests and ensure concerns are addressed with the right priority
Analyze and troubleshoot to handle and provide support in critical and Emergency cases
Interface and interact with relevant stakeholders to ensure timely progress on Customer service requests
Be available to handle customer technical queries and ensure timely response
Make constant efforts to stay updated on relevant technical skills
Participate in Project activities and involve as needed
Take handover from Project and ensure all checkpoints are completed
Organize and deliver knowledge sharing sessions with stakeholders
Review and prepare relevant technical documents like RCA
Maintain a good working relationship with the Customer and Working groups
Take part in Operational review meetings
Understand and stay updated on solutions deployed in the customer network
Inform customers about product lifecycle (HW or SW)
Interface with the customer for planned activities in the network
Provide technical support to Service delivery Managers
Participate and contribute during pre-sales engagement activities, if needed
Understand contractual obligations for support delivery
Ensure KPIs are met according to SLA
Identify add-on sales opportunities

Requirements

BE/B Tech or equivalent education
Min 8+ years of experience
Working in a virtual Environment is a must
Good exposure to OpenStack (CEE)
Good exposure to Kubernetes (CCD)
Good exposure to Cloud Networking (SDI & SDN)
Good exposure to Cloud Storage
Good exposure to REDHAT Open stack (RHOSP)
Good exposure to REDHAT Open shift (RHOCP)
Good exposure to CEPH and Other Storage solutions
Excellent Understanding about Cloud Networking (OSPF, BGP, BFD etc.)
An exceptional troubleshooting skill is required to solve customer issues without escalating to the next level
Ability to do tracing and complex logs analysis for Cloud Nodes
Strong technical acumen should be exhibited when dealing with complex customer issues
Should have worked in a telecom support function earlier

Desired Qualifications

Exposure to any of the following Cloud Core applications/environment is desired: MME/AMF/SMF/PCC, EPG/Packet Gateway, SAPC/CCPC/5G Policy Controller, CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function), IP Routing, IMS
Past experience with Ericsson will be preferred
Good knowledge of 3GPP in Cloud area

Benefits

Outstanding opportunity
Chance to use your skills and imagination to push the boundaries of what's possible
Build solutions never seen before to some of the world's toughest problems
Challenged but not alone
Joining a team of diverse innovators
Driven to go beyond the status quo to craft what comes next

Skills

OpenStackKubernetesCloud NetworkingCloud StorageREDHAT Open stackREDHAT Open shiftCEPHOSPFBGPBFDIP RoutingIMS

#cloud#support#engineer#telecom

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

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