Company Profile:

At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

Job description:

Responsibilities & Tasks

• To investigate, troubleshoot, deliver remedy & restorations and produce solutions to customer support tickets , CSRs (Customer Service Requests).                                                                                                                             • To work within well-defined system support guidelines.
• To participate in software upgrades and updates
• Should be able to use support tools for ticket handling.
• To ensure customer satisfaction with the performance of installed systems by successful handling all reported  technical problems.
• Provide regular progress updates in the support system for each assigned support issue.
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported
• Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
• Escalation of support tickets to next level of competence units. If the CSR cannot be answered/solved within the time limit .
• Evaluation of answers and solutions received from higher competence units to verify that the answer/ solution will clear the problem reported by the customer.
• In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly. Document these possible improvements in Requirement Specifications as input to the design of new generations of the products.
• Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere.
• Providing Suggestions in developing Operation & Maintenance instructions .                                                     • Isolate the product faults and raise it to Product Design. Support design unit to reproduce the fault and evaluate the final fix provided.
• May need to work in shifts and Emergencies Support rota.
• To lead and execute the implementation of new software releases on test labs .
• Writing documents for fault analysis/ RCA along with required preventive and corrective actions.
• Strong analytical skills.
• 24*7 availability as per support guidelines.

 

 

 

Key Technical Competence Required

·       Openstack Knowledge & hands-on Experience (Mirantis/RedHat)

·       Virtualization (KVM/VMware)                                                                                                                   

·       Deep Knowledge of Linux (Ubuntu/RedHat desirable) including extensive Hands on and Administration

·       Understanding of standards in cloud domain.

·       MySQL database knowledge

·       Basic IP Networking knowledge 

·       Virtual Machines internetworking concept

·       OpenVirtualSwitch (OVS) knowledge

·       Knowledge of storage technologies – EMC VNX, SCALEIO etc.

·       Software defined Storage – Nexenta

·       Knowledge of Configuration management tools (ansible, puppet)

·       Scripting languages (Python, Shell, Perl etc.)

·       Kubernetes, Dockers & containers
 

Ericsson product to be primarily supported

·       Cloud Execution Environment (CEE)

About Cloud Execution Environment (CEE)

·       Ericsson Cloud Execution Environment is a telco-grade virtual infrastructure manager (VIM) certified on OpenStack and OpenNFV. Deployed in Ericsson system-verified NFVI solution, it dynamically allocates resources for VNFs with telecom grade capabilities such as redundancy, high availability, high throughput with low latency, trusted tenant isolation, automatic virtual machine recovery, and more.

·       Ericsson Cloud Execution Environment is running commercially at more than 145 operators to provide efficient operations and optimized performance for their VNFs while securing an always-available cloud and NFV infrastructure.

List of other products in Ericsson Cloud Portfolio: -

·       Software Defined Infrastructure ( SDI)

·       Software Defined Networking (SDN)

·       Ericsson Cloud Container Distribution (ECCD)