Senior Support Engineer Network Management Engineering Job in Nokia

As service providers strive to leverage their network assets to deliver a compelling array of innovative business, residential and mobile services to their customers, the optimization of their transport infrastructure plays a key role in ensuring profitability and a superior user experience. With market leadership across both IP and optics domains, Nokia has taken the lead with a comprehensive solution that optimizes transport efficiency regardless of service mix.

Nokias Network Management Engineering (NME) team provides Professional Services in support of real-world deployments of Advanced Solutions across the IP/Optical Networks (ION) Business Line product portfolio. The teams provide a wide range of services including:

• Network and OSS Architecture and Design Consultation
• Software Defined Networking / Cloud Computing deployment, consultation and integration
• IP/MPLS network and services design
• Residential and business service offerings design and operation.
• Security consultancy
• Network and Services migration
• Operations Consultation
• OSS Integration with IP Routing & Transport Management Products
• Application Assurance solution design, integration, configuration and consultation
• Service Portal applications (Provisioning, Monitoring, Reporting)
• Custom Scripts & Tools to solve/improve Operational challenges
• Advanced & Customized training workshops
• Subject Matter Expert/Resident Engineer services

Position Description

The Network Management Engineering team is developing web-based applications which leverage Nokias IP & Optical, Nuage and Network management portfolio to provide custom OSS, automation and network management solutions. We are looking for a highly-motivated senior support engineer to secure and grow revenue through high levels of application quality and customer satisfaction. This is a hands-on technical role in a dynamic Agile environment, working directly with developers, architects, product management and end customers to provide superior customer support in pre-deployment, acceptance testing and production environments. Your primary focus will be to support the complete end-to-end solution, from the user interface to the back-end implementation and API communication, with a focus on performance, scalability and usability. A thorough understanding of all the components of our platform and infrastructure is required in order to adopt a

customer-focused perspective, applying creative insights to conceive and execute troubleshooting and diagnostic approaches cases to quickly understand and creatively address all issues to ensure high levels of customer satisfaction.

Specific responsibilities include:

• Understanding and evaluating the overall solution (hardware, software, systems, networks) and individual features from multiple support perspectives: performance, functional, robustness, traffic throughput, quality of service and interoperability
• Designing and constructing network diagnostic tools and techniques; provisioning and configuring networks to simulate live customer environments for issue reproduction and root cause analysis, including the addition of new or upgraded elements into the solution environment
• Working with the engineering team to design and implement manual and/or automated tests to validate fixes and solutions to service-affecting issues in the monitoring, provisioning and reporting protocols used in customer networks
• Planning, executing, tracking of all staging and customer-reported issues in the deployed solution components, using judgment to strategically balance quality, schedule and cost for issues resolution and service restoration; participating in Problem Review Boards as an advocate for the customer
• Responding to all customer issues and queries during acceptance testing in a timely and effective manner, isolating problems to minimize service impacts with creative workarounds and fast turnaround on escalations; proactive planning and execution of customer software and network upgrades. Develop and deliver customer training and consulting.

ESSENTIAL SKILLS AND QUALIFICATIONS

• Four year degree in Computer Engineering, Computer Science, Electrical Engineering, or equivalent experience
• 5+ years Product Support with Software Verification experience, preferably with Java-based OSS applications
• Make it happen attitude, strong sense of ownership, inventive, resourceful and flexible in a fast-paced, challenging and evolving environment.
• Knowledge of network management and OSS/BSS concepts and basic protocols
• Familiar with server side (Java, Spring Boot, MySQL, Tomcat, NGINX), and client-side (Angular JS, NPM, React, Websockets) technologies
• Excellent troubleshooting skills, investigating/reproducing issues, raising tickets and driving issues to timely resolution in a scrum environment working with peer testers and developers in different sites
• Ability to produce comprehensive high-quality root cause analysis reports, and issue characterizations with accurately triaged and prioritized defect reports, with applied creativity and insight
• Strong interpersonal and communication (both written and verbal) skills
• Demonstrated ability to learn quickly and to work in a fast paced, innovative environment
• Experience in customer-facing roles; ability to work independently on issues directly with the customer
• Ability to travel occasionally to customer sites
• Ability to occasionally work additional on-call and off-hour shifts

DESIRED EXPERIENCE:

• Experience with Nokia products (7x50 Service Routers, 7705, 7210, 5620 SAM, 5670 RAM) and Nuage Networks offerings
• Knowledge of Cloud Computing concepts and platforms such as OpenStack, hypervisor technology (KVM, VMware ESXi)
• Knowledge of IP Networking and related protocols: OSPF, BGP, DHCP, RADIUS AAA, MPLS, IP VPN, VLAN, VLL/VPLS, etc.
• Knowledge of Software Defined Networking & Network Function Virtualization concepts
• Familiar with project infrastructure tools such as JIRA, Confluence, Git, Maven
• Experience integrating 3rd party network management software
• Familiarity with the web technology stack (e.g. HTTP protocol, status codes, cookies, headers, asset loading / caching), and well-versed in Unix/Linux
• Experience with using automated test tools and building automated diagnostic scripts