Support Engineer- Cloud

Job Description

Mumbai,Maharashtra,India Job ID 768348 Grow with us About Ericsson Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world. We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential every day. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals. Job Summary 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. Responsibility and Tasks General 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 Operational 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 stockholders within organization and ensure the 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 all the time Participate in Project activities and involve as needed Take handover from Project and ensure all the check points completed Organize and deliver the Knowledge sharing sessions with stakeholders Review and prepare the relevant technical document i.e. RCA Customer Specific 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 Business Related Provide technical support to Service delivery Manager in all respect Participate and contribute during pre-sales engagement activities, if needed Understanding of the contractual obligation for support delivery Ensure that KPIs are met according to SLA Identify the add on sales opportunities Position Qualifications 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 Education Qualification & Years of Experience Education: BE/B Tech or equivalent Min years of experience: 8+ Years Skill Experience 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) An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units Should able do tracing and complex logs analysis for Cloud Nodes 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 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 Cloud area Why join Ericsson? At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. What happens once you apply?