Job Description
This role is a senior technical professional responsible for delivering advanced software and system support for nextgeneration telecom and cloud-native solutions. The position requires deep domain expertise in GPON, cloud, Kubernetes-based microservices, and Nokia FN products, combined with strong analytical, troubleshooting, and customer-facing skills. The role also provides technical leadership, mentoring, and ensures SLA-driven service excellence across global customer environments.
How You Will Contribute And What You Will Learn
- Act as a senior technical expert to troubleshoot, diagnose, and resolve complex software, cloud, and network-related issues within committed SLAs and KPIs.
- Provide working leadership and mentorship to less experienced engineers, contributing to skill development and technical excellence within the team.
- Collaborate effectively in virtual and cross-functional global teams, including Tier 2/Tier 3 support and third party vendors, to drive timely issue resolution.
- Ensure end-to-end customer satisfaction by managing day-to-day technical interactions, maintaining accurate case updates, and building strong customer relationships.
- Apply advanced analytical and problem-solving skills to address non-routine and critical issues, often requiring new perspectives and innovative solutions.
- Develop, maintain, and reuse complex knowledge management articles to improve operational efficiency and first-time resolution rates.
- Support service delivery teams and act as a Certified Emergency Engineer when required, contributing to emergency rotas and restoring service during major incidents.
- Continuously improve support processes, tools, and documentation while ensuring self-development aligned with evolving Nokia FN portfolios and new technology releases.
Key Skills And Experience
You Have:
- Strong hands-on expertise in cloud technologies and platforms such as AWS, Azure, GKE, RedHat, and Rancher, with solid Kubernetes and Docker/containerd knowledge.
- Advanced understanding of cloud-native and microservices-based architectures, including infra-level microservices and container orchestration.
- Proficiency in programming and scripting languages such as Python, Java, JavaScript, and FTL, with strong Linux system knowledge.
- In-depth experience with CI/CD pipelines, Agile and SCRUM methodologies in large-scale software environments.
- Strong domain knowledge in GPON and next-generation telecom technologies, including Netconf/YANG and MQTT/USP protocols.
- Exposure to open-source components and middleware such as Keycloak, Elasticsearch (Index Search), RabbitMQ, and Kafka.
- Excellent troubleshooting, analytical, and problem-solving skills with the ability to handle complex customer-impacting scenarios.
- Strong communication skills with a team-player mindset, capable of working across global time zones and engaging professionally with customers and stakeholders.
