SW Support Engineer - Bengaluru/Bangalore @ Nokia

Main Responsibility Area

Drives, develops, and maintains 4LSR&D maintenance and support processes, tasks and associated procedures for a best in class Software.

Monitors the efficiency and effectiveness of 4LSR&D processes and makes recommendations for innovation and improvement actions.

Monitors and Produces Management Information, KPIs and reports to ensures that all service level agreements (SLA) towards customers are met.

Provides support, leadership and guidance during Case Handling, Escalations, Emergencies, Projects and Training events.

Ensures preparedness and strictly follow - up of the Case Handling, Escalations, Emergencies, Projects and Training support procedures.

Manage individual project priorities, deadlines and deliverables, as a member of a self - organized team showing personal accountability to the team commitment and successful delivery.

Willing to cooperate and to seek and accept advice from domain and subject matter experts when necessary:

Solution and Program Architects Developers and Testers Program and Product managers Competence managers and NokiaEDU Care and Delivery teams

Skills and Qualifications

MSc or BSc in Telecommunications, Computer Science or equivalent required.

Minimum 3+ years in service support environment with specific emphasis on Case Handling, Customer Interface, Incident Management and Installations.

Highly developed analytical and debugging skills with proven ability to perform in a fast - paced environment and under time constraints while keeping attention to details.

Ability to learn in - depth knowledge of a wide variety of hardware and software systems, and business unit mission critical functionalities and dependencies.

Ability to stay cool, calm, and collected under high pressure, exuding an air of confidence when interacting with internal and external customers.

Excellent English communication skills both verbal and written.

Team player, supportive, proactive and respectful without being unduly assertive or aggressive.

Availability to travel

Operating systems: UNIXLINUX.

Know - how of OpenStack, Heat Orchestration Templates, YAML.

In depth Knowledge of Shell Scripting, Python and Ansible.

Knowledge of Analysis, Design, DevelopmentTesting processes.

Knowledge on Data CenterCloud networks, VMwareOpenStack.

Experience in Networking: TCPIP knowledge and Networking protocols (Routing, IPSec, Qos).

Work in Kanban, Scrum, SAFe or Less.

Database knowledge: Understanding RDBMS (MySQL, Oracle) andor Non - RDBMS databases (Kassandra, Hadoop, Neo4J).

Framework: Hibernate, JEE.

Understanding of storage and Networking (EMC, HP, Cisco, Juniper).

Understanding of Virtualization technologies (VMWare, VirtualBox).

Container management with Docker, Kubernetes.

Good understanding of software development lifecycles based on AGILE mode of working.

Cloud Knowledge: Openstack and VMWare.