Junior Operations Support Specialist supporting Operations manager in aligning business strategy and internal teams. Role involves process documentation and interdepartmental communication in a travel tech company.
About the role
- Senior technical professional responsible for advanced software and system support for telecom and cloud-native solutions in a global environment.
Responsibilities
- Act as a senior technical expert to troubleshoot, diagnose, and resolve complex software, cloud, and network-related issues within committed SLAs and KPIs.
- Provide working leadership and mentorship to less experienced engineers, contributing to skill development and technical excellence within the team.
- Collaborate effectively in virtual and cross-functional global teams, including Tier‑2/Tier‑3 support and third‑party vendors, to drive timely issue resolution.
- Ensure end-to-end customer satisfaction by managing day-to-day technical interactions, maintaining accurate case updates, and building strong customer relationships.
- Apply advanced analytical and problem-solving skills to address non-routine and critical issues, often requiring new perspectives and innovative solutions.
- Develop, maintain, and reuse complex knowledge management articles to improve operational efficiency and first-time resolution rates.
- Support service delivery teams and act as a Certified Emergency Engineer when required, contributing to emergency rotas and restoring service during major incidents.
- Continuously improve support processes, tools, and documentation while ensuring self-development aligned with evolving Nokia FN portfolios and new technology releases.
Requirements
- Strong hands-on expertise in cloud technologies and platforms such as AWS, Azure, GKE, RedHat, and Rancher, with solid Kubernetes and Docker/containerd knowledge.
- Advanced understanding of cloud-native and microservices-based architectures, including infra-level microservices and container orchestration.
- Proficiency in programming and scripting languages such as Python, Java, JavaScript, and FTL, with strong Linux system knowledge.
- In-depth experience with CI/CD pipelines, Agile and SCRUM methodologies in large-scale software environments.
- Strong domain knowledge in GPON and next-generation telecom technologies, including Netconf/YANG and MQTT/USP protocols.
- Exposure to open-source components and middleware such as Keycloak, Elasticsearch (Index Search), RabbitMQ, and Kafka.
- Excellent troubleshooting, analytical, and problem-solving skills with the ability to handle complex customer-impacting scenarios.
- Strong communication skills with a team-player mindset, capable of working across global time zones and engaging professionally with customers and stakeholders.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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