Support Engineer Cloud

Ericsson; Maharashtra; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Ericsson in Mumbai, India is seeking a Support Engineer to provide technical solutions for reported customer issues. You will leverage product/domain knowledge and coordinate with stakeholders to ensure timely responses and adherence to SLAs.

Responsibilities include handling software updates, problem management, and knowledge sharing sessions. A strong telecom and cloud networking background is essential for success in this role.

Qualifications

• BE/B Tech or equivalent educational background is required.
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Responsibilities

• Handle and resolve customer issues and provide dedicated support.
• Meet customer expectations and deliver results.
• Manage Software Update handling (SUM) and coordinate with stakeholders.
• Interface with customers and internal teams from a technical perspective.
• Keep track of and prioritize ongoing customer service requests.

Skills

Cloud Networking

OpenStack

Kubernetes

Cloud Storage

3GPP Cloud

Troubleshooting

Telecom Support

Education

BE/B Tech or equivalent

Tools

OpenStack (CEE)

Kubernetes (CCD)

Red Hat OpenStack (RHOSP)

Red Hat OpenShift (RHOCP)

Ceph

SDN/SDI Cloud Core apps

Job description

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.

What will you do

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

What you will bring

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 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

All academic credentials must be from recognized and accredited institutions and are further subject to verification.

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.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that’s why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city

India (IN) || Mumbai