4LS/NPI Senior Support Engineer

As 4th Level Senior Support Engineer for NCOM, you have a proven track record on developing technical solutions within teams. You have a solid people-centric mindset and a minimum of 5 years of experience. You possess a solid understanding of all support processes (ITIL). With a thorough understanding of cloud-native software development as well as Day 1/2 operations, you feel equally comfortable supporting new software to automate administrative tasks and frameworks to simplify application operations, as well as technical support, deployment strategy, and test automation tool chains for complex, cloud-native distributed systems built on top of open-source technologies.

You will work with enterprise and technical support teams L1->L4, as well as business owners and customers on operational requirements, technical support, and help our R&D teams come up with detailed operational requirements that fulfill both the functional and non-functional requirements, quality standards, and legal criteria. As an NCOM (Nokia Cloud Operations Manager) Specialist, you will directly engage in customer projects, manage customer projects, and provide development help towards NCOM R&D.

Qualifications

You have:

• At least 5+ years of experience in understanding complex distributed systems and/or system software.
• Knowledge about NCOM or other relevant telco cloud automation products, and the ability to start customer engagements after a short ramp-up period.
• Experience in the Ops side of DevOps, preferably in SaaS and CaaS environments and applications.
• Attention to detail and a preference to automate repetitive tasks instead of running them manually.
• Solid understanding of computer networking: TCP/IP, DNS, TLS handshakes, termination & certificate authentication, higher-level protocols like HTTP, WebSockets, gRPC, VPN, SOCKS, and HTTP proxies.
• Experience in leveraging cloud-based managed services is a benefit.
• Good understanding of virtualization platforms used in private cloud and/or modern server hardware.
• Familiarity with container technologies such as Docker and Kubernetes, IAC, and IT automation tools & associated DevOps toolchains.
• Experience in using open-source solutions; a track record of open-source contributions is highly valued.
• Observability, Serviceability, and Operability topics are daily topics for you, and understanding “Golden signals” in this area is a no-brainer for you.
• A structured approach, capability to contribute hands-on when needed, and excellent communication skills.
• Support in troubleshooting and performance optimization of analytics workloads.
• Enhancing deployment and upgrade automation of services in your area.
• Fluent in spoken and written English is a must. Most importantly, you have the genuine drive and desire to work with cutting-edge technologies to deliver a superior experience to our customers.

Responsibilities

• Support Processes
• Support in dimensioning
• Support in optimizing, training/coaching
• Deployment and upgrade automation
• Verification, including performance and security testing, test automation
• Participating in troubleshooting, maintenance, and internal tool development for Ops.
• Ticket handling (L4)
• 24/7 ROTA engineering
• Deployment support
• Lab maintenance
• Fixing upstream
• Implementing platform services
• Observability, Serviceability
• Big data processing, streaming & storage solutions
• Constantly improving the product and keeping up the best possible quality. Sharing ideas and coaching other team members in your special area.
• Following and actively sharing the latest technological trends, innovations, and news.
• Building Operability/Observability concepts from scratch, making design decisions, and contributing to Operations in your area.
• Documenting concepts at an adequate level in order to cooperate with colleagues and enable end-users of the product.