Support Engineer- Cloud

Support Engineer - Cloud

Responsibility and Tasks

General:

• Handle and resolve Customer issues

  , ensuring high customer satisfaction.
• Provide

  dedicated support

  to address specific customer needs.

• Deliver results

  that consistently meet customer expectations.
• Handle

  Software Update Management (SUM)

  effectively.
• Manage

  Customers and internal Stakeholders

  from a technical perspective.

• Work with a diverse team

  , fostering collaboration.

Operational:

• Keep track of ongoing Customer service requests

  and ensure concerns are addressed with the right priority.

• Analyze and troubleshoot

  to provide support in critical and Emergency cases when needed.

• Interface and Interact with relevant stakeholders

  within the organization to ensure timely progress on customer service requests for Critical/Priority cases.
• Be

  available to handle customer technical queries all the time

  and ensure timely responses.
• Make constant efforts to stay

  updated on relevant technical skills

  .
• Participate in

  Project activities

  and get involved 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

  , such as Root Cause Analysis (RCA).

Customer Specific:

• Maintain a

  good Working Relationship with Customer and Working groups

  .
• Take part in

  Operational review meetings

  as and when required.
• Understand and stay

  updated on solutions deployed in customer networks

  .
• Make customers aware of

  product Life Cycle

  (e.g., HW or SW).
• Interface with the customer for

  planned activities in the network

  as needed.

Business Related:

• Provide

  technical support to the Service Delivery Manager

  in all respects.
• Participate and contribute during

  pre-sales engagement activities

  , if needed.
• Understand

  contractual obligations

  for support delivery.
• Ensure that

  KPIs are met according to SLA

  .
• Identify

  add-on sales opportunities

  .

Position Qualifications

Behavioral Competencies:

• 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

Education Qualification & Years of Experience

• Education:

  BE/B Tech or equivalent.

• Minimum years of experience:

  8+ Years.

Skill & Experience

• Working in a

  virtual Environment is a must

  .
• Should have good exposure to working with:

• OpenStack (CEE)

• Kubernetes (CCD)

• Cloud Networking (SDI SDN)

• Cloud Storage

• REDHAT OpenStack (RHOSP)

• REDHAT OpenShift (RHOCP)

• CEPH and Other Storage solutions

• Excellent Understanding of Cloud Networking

  (OSPF, BGP, BFD etc.).

• Exceptional troubleshooting skills

  are required to solve customer issues without escalating to the next level for competence units.
• Should be able to perform

  tracing and complex log analysis for Cloud Nodes

  .
• Exposure to any of the following

  Cloud Core applications/environments 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

• Strong technical acumen

  should be exhibited when dealing with complex customer issues.
• Should have worked in a

  telecom support function

  earlier.
• Past experience with Ericsson will be preferred.
• Good knowledge of

  3GPP in the Cloud area

  .