Support Engineer ENM

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.
Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.

Education Qualification Years of Experience
Education: BE/B Tech or equivalent
Min years of experience: 4+ Years

Skill Experience
Overall System Administration of Ericsson ENM. Working on Ericsson NMS (ENM) as Support Engineer or System Administration is must.
Understanding of Radio and Core nodes integrated with ENM
Should have hands-on exposure on:
- Virtualization and Containers
- Database knowledge
- Veritas cluster and volume manager
- Linux Operating System (RHCSA preferred)
End to end troubleshooting for the issues related to ENM/OSS Platform, Fault Management, User Management, Software/Hardware Management, Performance management and ENM application related issues
Administrator level experience in Business Objects, Citrix or similar tools. Knowledge in ENIQ Sybase IQ
Should able do tracing and complex logs analysis for ENM applications, RedHat Linux, Vmware and other related platforms
Exhibits strong technical acumen while dealing with complex customer issues
Must have worked in a Support function
Past experience with Ericsson will be preferred
Other technical skills (good to have): Basic IP and Networking knowledge, Server and Storage hardware, Shell and Python Scripting

Responsibility and Tasks
General
Handle and resolve Customer issues
Deliver results meet customer expectations
Handle Software Update Handing (SUH)
Handle Customers and internal Stakeholders from Technical perspective
Working with diverse team

Operational
Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
Available to handle customer technical queries all the time and ensure timely response
Make constant efforts to be updated on relevant technical skills all the time
Participate in Project activities and involve as needed
Take handover from Project and ensure all the check points completed
Organize and deliver the Knowledge sharing sessions with stakeholders
Review and prepare the relevant technical document i.e. RCA

Good Working Relationship with Customer and Working groups
Take part in Operational review meetings as and when required
Understand and get updated on solution deployed in customer network
Make customer aware on product Life cycle i.e. HW or SW
Interface with customer for planned activities in network as needed

Business Related
Provide technical support to Service delivery Manager in all respect
Participate and contribute during pre-sales engagement activities, if needed
Understanding of the contractual obligation for support delivery
Ensure that KPIs are met according to SLA
Identify add on sales opportunities

Position Qualifications
Behavioral Competences:
Creating Innovating
Entrepreneurial Commercial thinking
Persuading Influencing
Applying Expertise technology
Analyzing
Delivering Results Meeting Customer expectations

Soft Skills:
Presentation Communication skills
Teamwork collaboration skills
Market insight
Consultative Skills
Negotiation Skills

Additional Requirements
Location Details - Since this position is specific to Reliance Jio Customer. Support Engineers will be working from Reliance Jio NOC at Navi Mumbai
Nature of Work - Support Engineers will be required to work in 24*7 Shift on rotational basis