External 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
External Skills And Expertise
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
External 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 . click apply for full job details
Date Posted: 07 April 2025
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