Support Engineer Cloud

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling. Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation. We have 2 Positions in Gurgaon and 1 in Mumbai.

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 Technical perspective; Work with diverse team; Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority; Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed; Interface and Interact with the relevant stakeholders within organization and ensure timely progress on Customer service request for Critical/Priority cases; Available to handle customer technical queries all the time and ensure timely response; Make constant efforts to be updated on relevant technical skills; Participate in Project activities and involve as needed; Take handover from Project and ensure all check points completed; Organize and deliver Knowledge sharing sessions with stakeholders; Review and prepare relevant technical document i.e. RCA; Good Working Relationship with Customer and Working groups; Take part in Operational review meetings as and when required; Understand and get updated on solution deployed in customer network; Make customer aware on product Life cycle i.e. HW or SW; Interface with customer for planned activities in network as needed; Provide technical support to Service Delivery Manager in all respect; Participate and contribute during pre-sales engagement activities, if needed; Understanding of contractual obligation for support delivery; Ensure that KPIs are met according to SLA; Identify add on sales opportunities

Requirements

Education: BE/B Tech or equivalent; Min years of experience: 8+ Years; Working in a virtual Environment is must; Should have good exposure to working with OpenStack (CEE); Kubernetes (CCD); Cloud Networking (SDI & SDN); Cloud Storage; REDHAT Open stack (RHOSP); REDHAT Open shift (RHOCP); CEPH and Other Storage solutions; Excellent Understanding about Cloud Networking (OSPF, BGP, BFD etc); Exceptional troubleshooting skill is required to solve customer issues without escalating to the next level; Should be able 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; Good knowledge of 3GPP in Cloud area; Behavioral Competences: Creating & Innovating; Entrepreneurial & Commercial thinking; Persuading & Influencing; Applying Expertise & technology; Analyzing; Delivering Results & Meeting Customer expectations; Soft Skills: Presentation & Communication skills; Teamwork & collaboration skills; Market insight; Financial Understanding; Consultative Selling Skills; Negotiation Skills; Leadership Skills

Nice to have

Exposure to Cloud Core applications/environment (MME/AMF/SMF/PCC, EPG/Packet Gateway, SAPC/CCPC/5G Policy Controller, CCSM/CCDM/CCRC, IP Routing, IMS); Past experience with Ericsson will be preferred