SME- Cloud

• Act as the onshore customer governance interface Cloud and Orchestration related matters
• Establish and maintain strong and productive relationships with the customer and all NOKIA service delivery teams onshore and offshore
• Lead (from NOKIA’s side) technology innovation for domain, driving and consolidating recommendations that offer opportunities for automation and service improvements, leveraging economies of scale where possible
• Responsible for acting as an escalation point to expedite problem resolution across the Cloud and Orchestration domain
• Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered in a timely fashion for the Cloud and Orchestration domain
• Closely work with offshore Service Delivery team to ensure quality of Known Error record and the Knowledge Database
• Conduct Post Resolution Review of critical problems and support to follow up of their activities together with offshore Service Delivery Managers / Team Leads / Lead engineers
• Build awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert
• Lead (from NOKIA’s side) the review of customer’s projects in the domain (e.g. software / hardware upgrades)
• Lead (from NOKIA’s side) the review of customer’s network capacity analysis and expansion plans on the domain
• Lead (from NOKIA’s side) the implementation of in-scope software / firmware / security patch/updates
• Ensure all documentation of standard technical procedures is kept up-to-date and ensure compliance to these standards
• Perform due diligence on up-scope works including estimation of effort for all Cloud and Orchestration platforms as required

• Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration for the Cloud and Orchestration Domain
• Accountable for OLA’s, SLA’s and any third-party vendor agreements for the Cloud and Orchestration domain, ensuring all are in alignment with each other and respective delivery teams are capable to provide service within contracted timeframes
• Accountable for lifecycle coordination and management of all Problems across the NFVI & virtualisation domain to agreed KPI’s and SLA’s
• Provide technical leadership to the NOKIA offshore Cloud and Orchestration team

• Lead innovation projects within assigned domain in support of increased service quality, cost efficiency or both, potentially leading to Up-sell opportunities.
• Assist the onshore Service Managers and offshore Service Delivery Managers / Team Leads / Lead engineers in driving service management best-practice and ITIL process standardisation across the domain
• Assist the offshore Service Delivery Managers / Team Leads / Lead engineers in standardisation initiatives to support offshore delivery
• Support due diligence and transition planning on other projects
• Support 3rd party (e.g. vendor) management by providing input on service level requirements and feedback on 3rd party performance
• Must be available 24 x 7 for major escalation via on call support
• Must comply with company OHS policies and procedures

• Customer (Operational governance and Engineering, Field Ops)
• NOKIA Manager (Digital Networks & Enterprise)
• NOKIA Service Managers (IM, PM, CM)
• NOKIA Offshore Service Delivery teams (Cloud and VNF)
• NOKIA Solution Onboarding Manager
• NOKIA OSS
• 3rd Party vendors and Product Support

• Internal (Service Delivery) and external customer satisfaction survey results
• Overall delivery results of L2 support function (as a team)
• KPIs and SLAs on the Cloud domains met (as a team)
• Timely attendance of customer and vendor meetings
• Operational process and documentation quality and update implementation

Required Skills for Candidates

• Experience with Nagios and ZenOSS alarm and log management
• Experience with Nexenta Storage and Dell Avamar backups
• Experience with OpenStack SDN including Open vSwitch and vxlan
• Experience with Rancher or Ericsson ECCD.
• Experience with HELM charts
• Experience working with Cloud Native Networking (CNI, Calico) and Service Mesh (Istio)
• Protocol Knowledge of SS7SOAP, DIAMATER & VoIP
• Minimum 7 years of experience in technology management position or a comparable discipline within the virtualisation technology space
• Strong influencing and relationship management skills with customers, internal business stakeholders and vendors
• Proven track record and experience of successful matrix management of technical teams including development, coaching, performance feedback and evaluation
• Good to excellent command of English (verbal and written)
• Excellent ability to manage multiple high priority efforts, competing priorities and flexibility to adjust to changing requirements, schedules, and priorities
• Experience in managing vendors, KPI’s and SLA’s
• Ability to relate to technology and have fast adoption skills
• Strong experience with IT service desk, networks, datacentres, infrastructure & operations
• Self-driven and resourceful to achieve goals independently as well as work well in groups

• Working knowledge of Incident, Problem, Change Management frameworks such as ITIL v4
• Sound understanding of remote resource management skills
• Breadth and depth in telecommunications and datacentre networks both from a technology and services perspective
• Ability to translate customer requirement into meaningful business opportunities
• Process Development/Management
• Conflict Management
• Risk & Issue Management.