Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

Responsibilities: -

• Cloud infra Services - OTC service catalogue management
• Fault management/configuration of Cloud services - OTC service catalogue
• Coordination with Project teams for HLD/LLD/TOL/Design reviews
• Hand in Hand coordination with project for network integration activities
• Handle the Trouble ticket/CR within SLA
• Customer Issue handling and ensuring the end customer services are maintained
• MOP/WI preparation for the activities and new learnings
• Prepare, implement and verify the configuration and integration of a Node / System
• Coordinating with care team for finding and analyzing the RCAs
• Guiding team members to execute complex & critical configuration changes
• Tracking of issues related to tools and timely escalation as per pre-defined matrix
• Attending governance call with region and internal teams. Also responsible for analyzing and implementation of feedbacks from customers.
  
  
  • Independently works within broad guidelines and uses best practices and knowledge on Controls technical resources for fault/incident & problem resolution : investigates and resolves Major service outages, reports Major service outage & Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident & problem management tool development feedback..
  
  
  • Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems
  
  
  • Takes responsibility for planning and executing a complex problem resolution, configuration, or other change request. contributes to the develops Methods of Procedure (MoPs) to be followed for performing specific, medium- to high-risk operations activities.
  
  
  • Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer\'s organization, on high impact complex incidents or risks.
  
  
  • Translates to the next level of detail global standardized procedures / checklists to specifics for an MS customer.
  
  
  • Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities.
  
  
  • May act as leader for an MS functional team, coordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions.
  
  
  • May monitor the set of tickets received by the Fault Management team , for complex problemmes , taking corrective action if there is a risk or breach of agreed service levels..

Required skills:

• Identifying relevant specific components and interfaces needed for a cloud infrastructure & virtualization platform.
• Cloud Management Platform (VIM controller)
• End to end architectural know how on Openstack components (RHEL host OS & Linux components (ovs))
• System Administration of Linux ubuntu/VMware environment
• Nova(Compute) & Cinder(storage) and Ericsson Hyperscale datacenter solution HDS 8000 HW knowledge, Red Hat Open Shift Platform- RHOSP
• NFV architecture, Atos GUI knowledge,
• Neutron(network), SDN and VLAN and overlay (VXLAN, MPLSGRE etc.)
• In-depth understanding on EO architecture and components.
• DC network virtualization based on SDN controllers and virtual switches
• Tenant virtual network implementation stretching across multiple NFVI
• Demonstrated experience in cloud administration in datacenter.
• Demonstrated experience in engineering and virtualization in the cloud environment including: virtual machine deployment and management, cloud orchestration, service instantiation and assurance and cloud analytics(optional).
• Redhat 7, any one of the cloud technology (OpenStack, Azure, AWS)
• Backup/restore and Upgrade rollback and new VM\xe2\x80\x99s creation.
• Cinder, Ceilometer/Gnocchi/Aodh, Glance, Heat, Horizon, Keystone, Neutron, Nova, Libvirt/KVM, Pacemaker, Rabitt MQ
• Linux distributions: Ubuntu, Centos, Red hat New installation and trouble shoot.
• Thorough understanding of \xe2\x80\x9cCloud\xe2\x80\x9d technologies and ecosystem.
• Analyze the issue and provide the root cause.
• In-depth understanding of Open Stack Architecture and the components and IaaS (Infrastructure as a service) deployments.
• Live experience in deploying the Cloud Infra using Red Hat Open Stack using Triple O.
• Senior level OpenStack experience (Minimum 3 years of Open stack) . Must know architecture, operations and be able to troubleshoot bugs within OpenStack to achieve root cause analysis
• Trouble shooting with OS for memory and CPU utilization breaches and provide RCA.
• Expert level Linux OS troubleshooting. Ability to troubleshoot issues with the underlying components of OpenStack when investigating incidents or testing new features and projects
• Demonstrated ability to use configuration languages like Puppet/Chef/Ansible/Salt/Bash to create automations and manage systems
• Understands service deployment using the Virtualization, Orchestration, Image, and Bare Metal Provisioning services etc.
• Hands on skills on Shell scripting knowledge.
• Any experience on cloud technologies like Openstack / AWS is highly desirable
• Strong in fundamentals including Networking, Security, OS concepts, Virtualization etc.
• Design, Implement and Maintain Cloud infrastructure and services
• Server Hardware and Software integration & testing, installation of virtualization services, Cloud, server OS, applications.
• Configuring storage, networking and security functionalities.
• Storage knowledge like HP, EMC and IBM LUN creation and allocation.
• Network Knowledge with create and assigning VLANS. Knowledge with ticketing tool like ITSM, Incident management problem management change management.

Impact

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people\xe2\x80\x99s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World\xe2\x80\x99s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia\xe2\x80\x99s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.



Join us and be part of a company where you will feel included and empowered to succeed.