Support Engineer Cloud

## 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. We have 2 Positions in Gurgaon and 1 in Mumbai 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 Minimum Qualifications & Skill Experience Requirements: 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...