4th Line Support/NPI Support Manager, Platforms Engineering

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible. 

Our Platforms Engineering 4LS team is responsible for the foundational Support used by various Nokia teams and Nokia customers. It is a family of OpenSource-based products with a large footprint across telecommunications operators globally. As a 4LS Lead in the team, you will be responsible for 4th level support and supporting application developers in optimizing their workloads for the system. Having thorough understanding of cloud native software support as well as 24/7 operations, you feel equally comfortable with new software to automate administrative tasks and frameworks to simplify component support as well as designing operations strategy and test automation toolchains for complex, cloud native distributed systems built on top of open-source technologies. 

If you join us, you will have the opportunity to apply your management and engineering skills, increase your deep knowledge and experience in supporting systems and solutions that will be deployed globally to our Nokia customers. 

Are you passionate about creating solutions, solving problems and developing skills in the latest, cutting edge networks? 

You will work with enterprise and technical support teams L1-L4 as well as business owners and customers on operational requirements, technical support and help our R&D teams come up with a detailed operational requirement that fulfills both the functional and non-functional requirements, quality standards, and legal criteria to meet Nokia´s promise to customers globally. 

As part of our team, you will: 

• Support Processes 
• Support in dimensioning 
• Support in optimizing, training/coaching 
• Work on deployment and upgrading automation 
• Perform verification, including performance testing 
• Participate in troubleshooting, maintenance and internal tool development for Ops
• Handle L4 tickets 
• Manage 24/7 ROTA engineering
• Manage escalations
• Work on Lab maintenance 
• Implement platform services 
• Build Operability/Observability concepts from scratch, making design decisions and contributing to Operations on your area. 
• Constantly improve the product and keeping up the best possible quality. Share ideas and coaching other team members on your special area
• Document concept on adequate level in order to co-operate with colleagues and in order to enable end-users of the product 
• Follow and actively share the latest technological trends, innovations and news.

You have: 

• Solid and proven experience in R&D work or Technical Support and processes;
• Experience in Ops side of DevOps, preferably in SaaS and CaaS environments and applications;
• ITIL certification and understanding of all support processes (FM, IM, CMB´s, TL9000, Lean etc);
• Experience in leveraging cloud-based managed services, understanding of cloud native software development as well as Day 1/2 operations;
• Good understanding of virtualization platforms used in private cloud and/or modern server hardware;
• Familiarity with container technologies such as Docker and Kubernetes, IAC and IT automation tools & associated DevOps toolchains;
• Observability, Serviceability, Operability topics are daily topics for you and understanding “Golden signals” in this area is no-brainer for you;
• Attention to detail and preference to automate repetitive tasks instead of running them manually;
• Structured approach, capability to contribute hands-on when needed, and excellent communications skills;
• Experience in supporting troubleshooting and performance optimization;
• Ability to enhancing deployment and upgrade automation of services in own area;
• People centric mindset;
• Fluency in spoken and written English. 
• Most importantly you have the genuine drive and desire to work with cutting edge technologies to deliver a superior experience to our customers. Also, to simplify application operations as well as Technical support, deployment strategy and test automation to cloud native distributed systems built on top of open-source technologies. 

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
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