As a Technical Support Engineer for the NSP-Network Services Platform (NSP), you will deliver remote support to global customers, ensuring the smooth operation and troubleshooting of NSP components. This involves interfacing with internal and external teams, reviewing log files, duplicating issues, and gathering critical data such as traces and logs. You will assist with debugging complex installations and resolving product-related issues using both established procedures and innovative solutions.

Your role will include close collaboration with regional Technical Expertise Centers (TECs), R&D teams, Solution Teams, and Product Business Units, ensuring that customer trouble tickets are tracked and updated according to Nokia's processes. You will also prepare reports detailing problem resolution methods, ensuring the system's overall integrity and reliability.

You will utilize advanced analytical skills to solve complex, non-routine problems and share your insights for the professional development of your team. This may involve leading technical projects or small teams and mentoring less experienced personnel. You will also provide advanced system troubleshooting support, conduct root cause analysis (RCA), and ensure SLAs are met for escalated cases.

Your responsibilities also include supporting product phases such as early releases, pilots, and trials, and contributing to the creation of knowledge articles. Additionally, you will maintain effective communication with customers, R&D teams, and third-party vendors, and may serve as a key user for care tools.

In some cases, you may be required to work during customer maintenance windows in their respective time zones to ensure timely resolution of critical issues.

Hands on experience in providing post sales technical support and troubleshooting products of EMS/NMS portfolio.  Strong expertise in troubleshooting issues related to SNMP including v2 and v3 versions and resolving complex issues raised by customers  Proficiency in troubleshooting applications deployed in Linux environments – RHEL /Cent-OS along with OS knowledge including Virtualized environments.  Strong knowledge of Virtualizations and hypervisor technology (KVM, ESXi)  Knowledge of dockers and Kubernetes.  Working experience of troubleshooting related to processes Kafka, zookeeper, Tomcat and Neo4j etc.  Knowledge of Network Management & API concepts and protocols such as NETCONF, YANG, OpenFlow, SNMP, REST/RESTCONF, XML, JMS  Internet-based applications using HTTP/S, SOAP XML, RESTful  Knowledge of Software Defined Networking & Network Function Virtualization concepts.  Strong expertise on troubleshooting software or Network problems.  Proficiency in operating Lab procedures such as replicating the customer issues, testing the fixes from expertise center Knowledge on databases like Vertica, DBMS, Postgress SQL.  Any scripting language (shell/Python/Perl) will be an added advantage.  Knowledge on IP/MPLS, BGP, OSPF and other routing protocols is a plus.  Knowledge on Open stack and any cloud technologies is a plus
  Provide Remote Technical Support for NSP-Network Services Platform and its components to Global Customers. Interface, develop and maintain strong relationships with external and internal remotely to troubleshoot/answer questions. This will involve accessing the remote sites, reviewing log files, coordinating the duplicating or testing of the issue, gathering traces, logs, files, translations, etc., for critical support, and so on. There will be occasions when this work will have to be performed during the customer site's maintenance window during their maintenance window time zone.Assist with debugging complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives.Interface, develop and maintain strong relationships with regional TEC (Technical Expertise Centres), R&D, Solution Teams and Product Business Units.Ensure external and internal customer trouble tickets tracked are continuously updated and maintained as per the Nokia Process.Prepare reports on problems encountered and methods of resolution applied ensuring overall system integrity and reliability.Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services. Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.Shares initial ideas for professional direction of own organisational unit.Acts as a professional advisor and mentor for staff / workteam / taskforces.May lead technical projects with manageable risks and resource requirements or small teams.Provides working leadership and training to less experienced personnel.Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis. Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.Interacts with customer for complex cases, providing workarounds, etc.Ensures SLAs are met for escalated cases.Leads the Root Causes Analysis (RCA) analysis and report creation.Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.Supports technical activities in early product phases (releases, pilots, trials and early projects).Creates and approves knowledge articles (author, reviewer, approver, coach).Communicates internally and externally with customers, R&D and 3rd party vendors.May work as a key user for care tools.