Mô tả công việc
Responsibilities
- Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
- Represents customer (interests) within Nokia for Technical Support Service activities.
- Provides customer‑facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.
- Provides analysis of product release notes and alerts to the customer.
- Provides technical guidance for upgrades / retrofits, if within the scope of SWS.
- Supports Emergency Management (EM) team in technical aspects of outage management.
- Maintains information about customer network in relevant databases.
- Supports Care Program Management (CaPM) from a technical stand point.
- Is responsible along with / Coordinates with Care Program Management (CaPM) for customer satisfaction.
- Keeps aware of network health from SWS perspective.
- Keeps technically abreast with NPI and rollout activities of the customer.
- Keeps aware of tendering negotiations (SWS scope) for the customer. Can make suggestions or raise concerns.
- Shares sales opportunities with Care Program Management (CaPM) or Sales.
- Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues contributing to improve products or services.
- Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
- Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
- Shares initial ideas for professional direction of own organisational unit.
- Acts as a professional advisor and mentor for workteam / taskforces.
Qualifications
- Must be able to work independently on testing and integration of IP and cloud network infrastructure.
- Clear concept and strong technical domain knowledge in routing, switching & cloud.
- Good knowledge and hands‑on experience of using IP/MPLS Protocols such as BGP, OSPF, ISIS, VRRP, LDP, RSVP‑TE, Segment routing.
- Implementation Knowledge on L2 & L3 services using – VPLS / MP‑BGP and EVPN / VxLAN.
- Experience in troubleshooting Large L2 and L3 based VPNs.
- Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues.
- Strong experience of Linux Operating Systems, including Red Hat, CentOS, and Debian.
- Exposure to virtualization and cloud technologies such as OpenStack, virtual networking, distributed programming, Linux containers, and SDN/NFV.
- Good understanding of modern Intel platform architecture and platform advancements in CPU micro‑architecture, cache and memory, IO and virtualization, etc.
Work Environment
- Work closely with key customers alongside of regional business development teams to develop, validate and as needed, help to execute complex solution designs, deployment/integration/migration scenarios.
- Work closely with other Post‑Sales engineers and product management team to develop common set of IP & Cloud solutions in agile software development based upon diversified suites of requirements and use cases from carriers, cloud service providers and large enterprises.
- Deploy & commission IP & SDN networks in large service providers and enterprise networks.
- Execute Migration strategy & MoP’s for brownfield deployments.
Knowledge & Experience
- Management experience.
- Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents.
- Typically requires 4‑6 years relevant experience and/or a graduate equivalent (or higher) degree.