03 mar
Red Hat
Sativanorte
The Red Hat Telecom, Media and Entertainment group is seeking a Cloud Support Engineer with a strong background in Platform as a Service (PaaS) technologies to join our Level-3 Remote Technical Support team for Nokia Cloud Band Infrastructure Software (CBIS) and Nokia Container Services (NCS).
Technical Support Level-3 (CARE L3) team is a customer-facing support organization.
We provide high-quality technical support to Red Hat customers around the globe across all Red Hat product lines.
In this role, you will be challenged in providing high-level technical support to telecom operators to help maximize up-time.
Also, critical to this role is the need for an acute understanding of the impact of mission critical activities in CLOUD.
Our Technical Support Level-3 (CARE L3) team is dedicated to resolving issues quickly and efficiently.
In this role, you will collaborate with our customer's Level-2 Technical Support Teams to troubleshoot complex and challenging issues.
You are expected to join troubleshooting or technical discussions sessions with Level-2 of CBIS / NCS and end customers to address technical topics.
In this role, you are expected to work closely with application teams to address multi-product issues.
What you will do: Act as the direct contact and adviser for customer inquiries about CBIS / NCS products via Ticketing tool, by phone and using remote access tools.
Deliver an exceptional customer experience by using professional communication, applying existing knowledge and deep troubleshooting to resolve a variety of issues.
Quickly analyze issues to identify problem areas and effectively communicate corrective actions and resolutions to customers in a professional and timely manner.
Collaborate with other support engineers and other internal teams and external parties during the problem resolution process.
Lead the critical issues recovery and make judgment calls quickly.
Ability to multitask, prioritize, and work under pressure.
Excellent troubleshooting skills and passion for problem solving and investigation.
Capability to engage with customers/internal stakeholders at the senior management level.
Document diagnostic steps and create reusable solutions for future incidents.
Ability to work as part of a team and focus on customers and fixing their issues.
In-depth knowledge of Kubernetes, Containers, and Docker.
Familiarity with Red Hat OpenShift Container Platform/Nokia Container Platform and Ansible cloud management is a plus.
Sound knowledge of Linux operating system.
Red Hat Certified Engineer (RHCE) certificate is a plus.
Be available to perform week or weekend shift duties on a rotational schedule when needed.
Contribute to regional or global initiatives or projects if needed.
Conduct fish-bone analysis for high-impact service interruptions.
What you will bring: 5+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service.
5+ years of experience working with Linux or UNIX operating systems.
Experience in deploying data centers including upgrades/updates and disaster recovery.
In-depth understanding of cloud technologies and the telecom ecosystem, Open Stack Architecture, and its components.
Experience in telco cloud (e.g., NFV Architecture, ETSI MANO, OpenStack, SDN, Open-O, ONAP, SRIOV, OVS, DPDK, performance tools like Zabbix, ceilometer, storage (CEPH storage), virtualization).
Proficient with Kubernetes internal architecture and sound knowledge of container technologies and the tools and challenges around them.
Experience in Elasticsearch, Fluentd and Kibana (ELK)/Elasticsearch, Logstash and Kibana (ELK).
Good hands-on experience with Python and scripting languages (Perl/bash shell).
Strong networking knowledge; security is a plus.
Troubleshooting experience with OS for memory and CPU utilization breaches.
Storage knowledge such as HP, EMC, and IBM LUN creation, allocation, and performance issue investigation.
Experience with tcpdump, netstat, and other network sniffing tools.
High availability implementation experience; pacemaker, corosync.
MySQL or other database administration experience.
Fluent in English (speaking, reading, and writing).
All communications and documentation are done in English.
Exposure/Experience of Hardware platforms are a plus and include: HP c7k & other platforms DELL HW Storage array management EMC VNX series hardware NetApp Eseries hardware knowledge is an added advantage.
Nokia Airframe hardware knowledge is an added advantage.
Networking relevant skills: ISO model TCP/IP Ability to understand and read network configuration files.
Understand netmasks, GWs, routes, OSPF, static routing, LACP, trunks, VLANs, VXLANs.
Proxy: familiarity, understanding, and ideas to resolve.
Debug routing errors and trace E2E paths.
Understand Leaf/Switch topology.
DNS, DHCP, NTP.
Certifications preferred: Kubernetes RH OpenStack RHEL Certified Administrator Storage certificates (HP, EMC, IBM, etc.).
About Red Hat Red Hat is the world's leading provider of enterprise open source software solutions,
using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies.
Spread across 40+ countries, our associates work flexibly across work environments, from in-office to office-flex to fully remote, depending on the requirements of their role.
Red Hatters are encouraged to bring their best ideas, no matter their title or tenure.
We're a leader in open source because of our open and inclusive environment.
We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Diversity, Equity & Inclusion at Red Hat Red Hat's culture is built on the open-source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone.
When this is realized,
it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation.
Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated.
We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.
Equal Opportunity Policy (EEO) Red Hat is proud to be an equal opportunity workplace and an affirmative action employer.
We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status,
or any other basis prohibited by law.
Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies.
We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants.
If you need assistance completing our online job application, email ******.
General inquiries, such as those regarding the status of a job application, will not receive a reply.
#J-18808-Ljbffr
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.