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Nokia: Senior Support Engineer


This is a Full-time position in Ottawa, ON posted July 9, 2021.

About Nokia At Nokia, we create technology that helps the world act together.

As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks.

We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.

Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.

Watchour videoto discover how we create meaningful interactions to drive human progress.About Network Infrastructure Our Network Infrastructure includes IP, optical and network automation technologies and related services sold to our communication service provider customers as well as adjacent markets including Webscale companies and enterprises.

Our comprehensive wide area networking (WAN) solutions enable our customers to build and operate automated, secure, and high-performance networks at massive scale – helping to interconnect people and things from any broadband access modality to – and among edge clouds, central clouds, the Internet, and other services and data centres.

Position Description The Network Management Engineering team is developing web-based applications which leverage Nokia’s IP & Optical, Nuage and Network management portfolio to provide custom OSS, automation and network management solutions.

We are looking for a highly-motivated senior support engineer to secure and grow revenue through high levels of application quality and customer satisfaction.

This is a hands-on technical role in a dynamic Agile environment, working directly with developers, architects, product management and end customers to provide superior customer support in pre-deployment, acceptance testing and production environments.

Your primary focus will be to support the complete end-to-end solution, from the user interface to the back-end implementation and API communication, with a focus on performance, scalability and usability.

A thorough understanding of all the components of our platform and infrastructure is required in order to adopt a customer-focused perspective, applying creative insights to conceive and execute troubleshooting and diagnostic approaches cases to quickly understand and creatively address all issues to ensure high levels of customer satisfaction.

Responsibilities Understanding and evaluating the overall solution (hardware, software, systems, networks) and individual features from multiple support perspectives: performance, functional, robustness, traffic throughput, quality of service and interoperabilityDesigning and constructing network diagnostic tools and techniques; provisioning and configuring networks to simulate live customer environments for issue reproduction and root cause analysis, including the addition of new or upgraded elements into the solution environmentWorking with the engineering team to design and implement manual and/or automated tests to validate fixes and solutions to service-affecting issues in the monitoring, provisioning and reporting protocols used in customer networksPlanning, executing, tracking of all staging and customer-reported issues in the deployed solution components, using judgment to strategically balance quality, schedule and cost for issues resolution and service restoration; participating in Problem Review Boards as an advocate for the customerResponding to all customer issues and queries during acceptance testing in a timely and effective manner, isolating problems to minimize service impacts with creative workarounds and fast turnaround on escalations; proactive planning and execution of customer software and network upgrades.

Develop and deliver customer training and consulting.Essential Skills and Qualifications 8+ years of experience, in which 5+ years Product Support with Software Verification experience, preferably with Java based OSS applications“Make it happen” attitude, strong sense of ownership, inventive, resourceful and flexible in a fast-paced, challenging and evolving environment.NMS/EMS Application Concepts, FCAPS and SupportGood knowledge in the understanding of XML, RestAPI, SOAPLinux OS installation, File Management, HA/Cluster environment setup and troubleshooting skills.MySQL/Oracle/Postgres/Ingres database installation and troubleshooting skills.Python Scripting experience.Excellent troubleshooting skills, investigating/reproducing issues, raising tickets and driving issues to timely resolution in a scrum environment working with peer testers and developers in different sitesAbility to produce comprehensive high-quality root cause analysis reports, and issue characterizations with accurately triaged and prioritized defect reports, with applied creativity and insightStrong interpersonal and communication (both written and verbal) skillsDemonstrated ability to learn quickly and to work in a fast paced, innovative environmentExperience in customer-facing roles; ability to work independently on issues directly with the customerAbility to travel occasionally to customer sitesAbility to occasionally work additional on-call and off-hour shiftsDesired Experience Experience with Nokia products (7×50 Service Routers, 7705, 7210, 5620 SAM, 5670 RAM) and Nuage Networks offeringsKnowledge of Cloud Computing concepts and platforms such as OpenStack, hypervisor technology (KVM, VMware ESXi)Knowledge of IP Networking and related protocols: OSPF, BGP, DHCP, MPLS, IP VPN, VLAN, VLL/VPLS, etc.Knowledge of Software Defined Networking & Network Function Virtualization conceptsFamiliar with project infrastructure tools such as JIRA, Confluence, Git, SalesForceExperience integrating 3rd party network management softwareExperience with using automated test tools and building automated diagnostic scriptsEducation
·Bachelor’s degree or higher in Computer Science, Software Engineering, or equivalent experience.

Nokia Canada is committed to building a skilled, diverse workforce reflective of Canadian society.

As a result, we promote employment equity and encourage women, aboriginal persons, persons with a disability or members of a visible minority group to apply.