Sme - Cloud

**Job Summary**
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

**Key responsibilities**
- Act as the onshore customer governance interface Cloud and Orchestration related matters
- Establish and maintain strong and productive relationships with the customer and all NOKIA service delivery teams onshore and offshore
- Lead (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 possible
- Responsible for acting as an escalation point to expedite problem resolution across the Cloud and Orchestration domain
- Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered in a timely fashion for the Cloud and Orchestration domain
- Closely work with offshore Service Delivery team to ensure quality of Known Error record and the Knowledge Database
- Conduct Post Resolution Review of critical problems and support to follow up of their activities together with offshore Service Delivery Managers / Team Leads / Lead engineers
- Build awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert
- Lead (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 domain
- Lead (from NOKIA’s side) the implementation of in-scope software / firmware / security patch/updates
- Ensure all documentation of standard technical procedures is kept up-to-date and ensure compliance to these standards
- Perform due diligence on up-scope works including estimation of effort for all Cloud and Orchestration platforms as required

**Key accountabilities**
- Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration for the Cloud and Orchestration Domain
- Accountable 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 timeframes
- Accountable for lifecycle coordination and management of all Problems across the NFVI & virtualisation domain to agreed KPI’s and SLA’s
- Provide technical leadership to the NOKIA offshore Cloud and Orchestration team

**Additional activities**
- Lead 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 domain
- Assist the offshore Service Delivery Managers / Team Leads / Lead engineers in standardisation initiatives to support offshore delivery
- Support due diligence and transition planning on other projects
- Support 3rd party (e.g. vendor) management by providing input on service level requirements and feedback on 3rd party performance
- Must be available 24 x 7 for major escalation via on call support
- Must comply with company OHS policies and procedures

**Key Interfaces**
- Customer (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 Manager
- NOKIA OSS
- 3rd Party vendors and Product Support

**Measure of success**
- Internal (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 meetings
- Operational process and documentation quality and update implementation

**Qualifications**

Essential Skills:

- Experience with Nagios and ZenOSS alarm and log management
- Experience with Nexenta Storage and Dell Avamar backups
- Experience with OpenStack SDN including Open vSwitch and vxlan
- Experience with Rancher or Ericsson ECCD.
- Experience with HELM charts
- Experience working with Cloud Native Networking (CNI, Calico) and Service Mesh (Istio)
- Protocol Knowledge of SS7SOAP, DIAMATER & VoIP
- Minimum 7 years of experience in technology management position or a comparable discipline within the virtualisation technology space
- Strong influencing and relationship management skills with customers, internal business stakeholders and vendors
- Proven track record and experie