Care Support Engineer for Security Products

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Company: Futran Tech Solutions Pvt. Ltd.

Location: Texico, NM 88135

Description:

Job Description & Skill Requirement:

Nokia Global CARE services provide Level 3 technical support for the Security domain products of Nokia. Products that require support include:

a) Nokia Certificate Manager (NCM)

b) Nokia Certificate Lifecycle Manager (NCLM)

The Nokia Global CARE Level 3 Support (3LS) team is accountable for the 24 x 7 in-life proactive/reactive maintenance to the Nokia Customers. Experience in troubleshooting customer issues in production environments, Care (any Level-3 technical support) process, Customer ticket handling, Emergency, outages kind of situations, Support, with Minimum 4+ years in service support environment with specific emphasis on Case Handling.

Skills Required:
  • Experience in working on Unix/Linux Operating Systems
  • Experience in using K8S cluster, Helm charts
  • Knowledge in Cloud Native, Containerization, Docker
  • Preferred: Good understanding of Security products (Certificate Management)


Care Support for Netguard Certificate Manager (NCM), Netguard Certificate Lifecycle Manager (NCLM) products non-outage during Customer business hours and emergency service during non-business hours to the Customer by providing the following services:
  • Level 3 Support
    • Incident resolution in line with SLAs under Case/Incident Management Process
    • Track any defects associated with Customer reported issues
    • Customer case handling - End customers and as well as Internal Customers
    • Provides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mind
    • Analyses and finds root causes of product issues, by understanding logs, metrics, pcap files and customer scenarios
    • Works on installing, reproducing and fixing product issues
    • Engages and co-ordinates with the R&D Product team (SMEs) to come up with solutions
    • Conduct the Baseline Verification Test (BVT) and Support. BVT is basically a subset of Acceptance Test Procedure (ATP) to provide a quick health check of the system and followed by a Care Handover if the system is healthy
    • Engages and co-ordinates with external parties like Insta/Infoblox/Clavister/PaloAlto team as appropriate
    • Drives, develops, and maintains 3LS maintenance and support processes, for best-in-class product support
    • Root cause investigation in line with SLAs under Problem Management Process
    • Undertake CARE readiness activities for handover of new customer production instances / deployments from project team
    • Liaising and collaborating with Nokia CARE/R&D and project teams as required
    • Provide recommendations on information needed from customers to assist with the investigation / troubleshooting of customer issue. Provide updates to customer Teams through prompt trouble ticketing updates, explaining the progress of the investigation and steps towards resolution
    • Liaising with R&D/4LS teams to ensure any bug-fix or release has been fully tested prior to release to the customer
    • Provision of a single phone number to contact on-call engineer (this number must route to on-call engineer)

Skills:
  • Netguard Certificate Manager (NCM)
  • Netguard Certificate Lifecycle Manager (NCLM)
  • Unix/Linux
  • K8S cluster
  • Helm chart
  • Containerization
  • Docker
  • Care support


Qualification:
  • BE/SCM/PMP

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