The SME - Cloud is the main customer interface for the Cloud Domain. The SME - Cloud will also be responsible to maintain information about problems and the appropriate workarounds and resolutions related to respective area of responsibility, such that the organisation is able to reduce the number and impact of incidents over time through technology updates, upgrades and new implementations

Skills and background*

Essential Skills: ;

Experience with Nagios and ZenOSS alarm and log managementExperience with Nexenta Storage and Dell Avamar backupsExperience with OpenStack SDN including Open vSwitch and vxlanExperience with Rancher or Ericsson ECCD.Experience with HELM chartsExperience working with Cloud Native Networking (CNI, Calico) and Service Mesh (Istio)Protocol Knowledge of SS7SOAP, DIAMATER & VoIPMinimum 7 years of experience in technology management position or a comparable discipline within the virtualisation technology spaceStrong influencing and relationship management skills with customers, internal business stakeholders and vendorsProven track record and experience of successful matrix management of technical teams including development, coaching, performance feedback and evaluationGood 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 prioritiesExperience in managing vendors, KPI’s and SLA’sAbility to relate to technology and have fast adoption skillsStrong experience with IT service desk, networks, datacentres, infrastructure & operationsSelf-driven and resourceful to achieve goals independently as well as work well in groups

Desirable Skills: 

Working knowledge of Incident, Problem, Change Management frameworks such as ITIL v4Sound understanding of remote resource management skillsBreadth and depth in telecommunications and datacentre networks both from a technology and services perspectiveAbility to translate customer requirement into meaningful business opportunitiesProcess Development/ManagementConflict ManagementRisk & Issue Management.

 

Key responsibilities

 

 

Act as the onshore customer governance interface Cloud and Orchestration related mattersEstablish and maintain strong and productive relationships with the customer and all NOKIA service delivery teams onshore and offshoreLead (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 possibleResponsible for acting as an escalation point to expedite problem resolution across the Cloud and Orchestration domainEnsures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered in a timely fashion for the Cloud and Orchestration domainClosely work with offshore Service Delivery team to ensure quality of Known Error record and the Knowledge DatabaseConduct Post Resolution Review of critical problems and support to follow up of their activities together with offshore Service Delivery Managers / Team Leads / Lead engineersBuild awareness of a Problem Control Process across engaged parties and act as a Problem Management Process ExpertLead (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 domainLead (from NOKIA’s side) the implementation of in-scope software / firmware / security patch/updatesEnsure all documentation of standard technical procedures is kept up-to-date and ensure compliance to these standardsPerform due diligence on up-scope works including estimation of effort for all Cloud and Orchestration platforms as required Key accountabilitiesAccountable for the delivery of Root Cause Analysis and problem resolution within given target duration for the Cloud and Orchestration DomainAccountable 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 timeframesAccountable for lifecycle coordination and management of all Problems across the NFVI & virtualisation domain to agreed KPI’s and SLA’sProvide technical leadership to the NOKIA offshore Cloud and Orchestration team Additional activitiesLead 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 domainAssist the offshore Service Delivery Managers / Team Leads / Lead engineers in standardisation initiatives to support offshore deliverySupport due diligence and transition planning on other projectsSupport 3rd party (e.g. vendor) management by providing input on service level requirements and feedback on 3rd party performanceMust be available 24 x 7 for major escalation via on call supportMust comply with company OHS policies and procedures    Key InterfacesCustomer (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 ManagerNOKIA OSS3rd Party vendors and Product Support Measure of successInternal (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 meetingsOperational process and documentation quality and update implementation