4LS Support Lead

Infinera Corporation; Bengaluru; Hybrid; INR 4,000,000 - 8,000,000; Full time

Benefits offered by this job

Flexible and hybrid working

Medical and life insurance

Maternity/Paternity leave

24/7 confidential support channel

Career growth and international moves

Technical certifications and mentoring

Relocation support

Recognition programs

Job summary

Nokia is seeking an experienced 4LS Support Lead with 12+ years in production support for cloud-native, distributed systems and observability stacks. You will lead high-stakes incident recovery, perform deep RCA, and drive preventive actions across Kubernetes, Linux, networking, and databases.

The role requires 24x7 rotational support for global deployments, collaboration with Engineering and customer teams, and ongoing improvements to monitoring, automation, and support practices.

Qualifications

• Engineering degree with 12+ years in production support, incident management, and technical leadership.
• Hands-on expertise in Kubernetes/OpenShift, microservices, Linux, and containerized platforms.
• Proven RCA, performance troubleshooting, and critical incident resolution experience.
• Deep knowledge of OAM/FCAPS and observability tech (metrics, logs, traces, monitoring).
• Experience solving complex networking, databases, Kafka/messaging in large-scale production environments.

Responsibilities

• Lead L4 support for cloud-native observability apps and distributed systems.
• Drive resolution of complex incidents, lead service recovery, use AI-assisted tools to diagnose and restore services.
• Perform deep RCA investigations and implement corrective actions for stability.
• Collaborate across Engineering, L2/L3 Support, and customer teams to manage escalations.
• Drive improvements in monitoring, automation, and incident management processes.
• Participate in a 24x7 rotational support model for global deployments.

Skills

Kubernetes/OpenShift

Root Cause Analysis

Observability

Incident management

Troubleshooting

Linux

Cross-functional collaboration

Education

Engineering degree

Tools

OpenTelemetry

AI-assisted tooling

Job description

Job Description:

We are looking for an experienced 4LS Support Lead with 12+ years of experience supporting cloud-native, distributed, and observability applications in mission-critical production environments. The role requires very good expertise in advanced troubleshooting across applications, microservices, Kubernetes platforms, infrastructure, networking, databases, and observability stacks, with the ability to lead critical incident recovery, perform deep Root Cause Analysis (RCA), and drive corrective and preventive actions as the highest technical escalation point. The role requires participation in a 24x7 rotational shift model supporting global customer deployments and critical escalations.

Responsibilities

• Lead L4 support operations for cloud-native observability applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.


• Drive resolution of complex production incidents, lead service recovery efforts, and leverage AI-assisted troubleshooting and analytics tools to accelerate diagnosis, impact assessment, and restoration of services.


• Lead deep root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions to improve platform stability, resilience, and customer experience.


• Utilize advanced expertise across OAM/FCAPS, Kubernetes, microservices, infrastructure, networking, databases, and observability platforms to diagnose and resolve complex technical challenges.


• Serve as the highest technical escalation point for customer- critical incidents, providing technical leadership and coordination across Engineering, L2/L3 Support, and customer teams.


• Drive continuous improvements in monitoring, troubleshooting methodologies, automation, operational processes, and AI-enabled support practices to enhance operational efficiency and reduce incident recurrence.


• Participate in a 24x7 rotational support organization, ensuring SLA compliance, continuous service availability, and effective management of critical incidents and escalations across global customer deployments.

Qualifications

Must Have

• Engineering degree with 12+ years of experience in production support, incident management, and technical leadership for large-scale cloud-native and distributed systems.


• Hands-on expertise in Kubernetes/OpenShift, microservices, Linux, and containerized application platforms, including troubleshooting complex issues across application, platform, and infrastructure layers.


• Proven experience in Root Cause Analysis (RCA), performance troubleshooting, service recovery, and resolution of critical production incidents, with the ability to act as the highest technical escalation point for customer- critical issues.


• Deep knowledge of OAM/FCAPS and observability technologies, including fault and performance management, metrics, logs, traces, monitoring, alerting, and operational analytics, along with cross-functional collaboration and SLA management.


• Experience troubleshooting complex networking, databases, Kafka/messaging systems, and distributed application architectures in large-scale production environments.


• Exposure to 4G/5G Core Networks, telecom network functions, and 3GPP standards.


• Proven ability to collaborate with Engineering, Product, Operations, and Customer teams to drive operational improvements, platform reliability, and continuous service enhancement.

Good to Have

• Programming/Scripting exposure, Open Telemetry and familiarity with AI tools is preferred.

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.

Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific roles requirements. We strive to ensure a smooth and inclusive experience for all candidates.

Some of our benefits in India:

• Flexible and hybrid working arrangements to support work-life balance


• Health and well-being support - medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups


• A minimum of 90 days of Maternity and Paternity Leave based on eligibility


• Personal Support Service 24/7 - a confidential support channel open to all Nokia employees and their families in challenging situations


• Career growth & mobility - technical career paths, job rotations, international assignments, and relocation support


• Continuous learning - technical certifications, mentoring programs, coaching, and digital learning platforms


• Opportunities to innovate and contribute through Nokia’s research and development environment


• Recognition programs that celebrate outstanding contributions


• Workplace support - ergonomic working support and mobile device programs based on eligibility