Care Support Engineer For Security Products

LTTS Dell Offsite Centre- Mexico City, Mexico- 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 SystemsExperience in using K8S cluster, Helm chartsKnowledge in Cloud Native, Containerization, DockerPreferred: 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 SupportIncident resolution in line with SLAs under Case/Incident Management ProcessTrack any defects associated with Customer reported issuesCustomer case handling - End customers and as well as Internal CustomersProvides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mindAnalyses and finds root causes of product issues, by understanding logs, metrics, pcap files and customer scenariosWorks on installing, reproducing and fixing product issuesEngages and co-ordinates with the R&D Product team (SMEs) to come up with solutionsConduct 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 healthyEngages and co-ordinates with external parties like Insta/Infoblox/Clavister/PaloAlto team as appropriateDrives, develops, and maintains 3LS maintenance and support processes, for best-in-class product supportRoot cause investigation in line with SLAs under Problem Management ProcessUndertake CARE readiness activities for handover of new customer production instances / deployments from project teamLiaising and collaborating with Nokia CARE/R&D and project teams as requiredProvide 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 resolutionLiaising with R&D/4LS teams to ensure any bug-fix or release has been fully tested prior to release to the customerProvision 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/LinuxK8S clusterHelm chartContainerizationDockerCare supportQualification:BE/SCM/PMP**Job Requirement**- Skill key word -> Linux, Kubernetes, PKI, Postgres DB, Care domain knowledge, SLA ticket knowledge, Jira tool knowledgeJob 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 SystemsExperience in using K8S cluster, Helm chartsKnowledge in Cloud Native, Containerization, DockerPreferred: 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 SupportIncident resolution in line with SLAs under Case/Incident Management ProcessTrack any defects associated with Customer reported issuesCustomer case handling - End customers and as well as Internal CustomersProvides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mindAnalyses and finds root causes of