Looking for Care Engineer for Security Products @ Remote (Mexico)

Overview

Contract - W2
Contract - FT

Skills

PKI Security Linux

Job Details

Our client is looking Care engineer for security products for Long Term project in Remote Below is the detail requirement.

Role: Care engineer for security products

Location: Remote (Mexico)

Job Description

Nokia Global CARE services provide Level-3 technical support for the Security domain products of Nokia.

Products that require support include

a) Nokia Certificate Manager (NCM)

b) Nokia Certificate Lifecycle Manager (NCLM)

The Nokia Global CARE Level 3 Support(3LS) team is accountable for the 24 x 7 in-life proactive/reactive maintenance to the Nokia Customers

Experience in Trouble-shooting customer issues in production environments, Care (any Level-3 technical support) process, Customer ticket handling, Emergency, outages kind of situations, Support, with Minimum 4+ years in service support environment with specific emphasis on Case Handling

  • Experience in working on Unix/Linux Operating Systems
  • Experience in using K8S cluster, Helm charts
  • Knowledge in Cloud Native, Containerization, Docker
  • Preferred - Good understanding of Security products (Certificate Management)

Care Support for Netguard Certificate Manager (NCM), Netguard Certificate Lifecycle Manager (NCLM) products non-outage during Customer business hours and emergency service during non-business hours to the Customer by providing the following services:

Level 3 Support

  • Incident resolution in line with SLAs under Case/Incident Management Process
  • Track any defects associated with Customer reported issues
  • Customer case handling End customers and as well as Internal Customers
  • Provides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mind
  • Analyses and finds root causes of product issues, by understanding logs, metrics, pcap files and customer scenarios
  • Works on installing, reproducing and fixing product issues
  • Engages and co-ordinates with the R&D Product team (SMEs) to come up with solutions
  • Conduct the Baseline Verification Test (BVT) and Support. BVT is basically a subset of Acceptance Test Procedure (ATP) to provide a quick health check of the system and followed by a Care Handover if the system is healthy
  • Engages and co-ordinates with external parties like Insta/Infoblox/Clavister/PaloAlto team as appropriate
  • Drives, develops, and maintains 3LS maintenance and support processes, for best-in-class product support
  • Root cause investigation in line with SLAs under Problem Management Process
  • Undertake CARE readiness activities for handover of new customer production instances / deployments from project team
  • Liaising and collaborating with Nokia CARE/R&D and project teams as required
  • Provide recommendations on information needed from customers to assist with the investigation / troubleshooting of customer issue. Provide updates to customer Teams through prompt trouble ticketing updates, explaining the progress of the investigation and steps towards resolution
  • Liaising with R&D/4LS teams to ensure any bug-fix or release has been fully tested prior to release to the customer
  • Provision of a single phone number to contact on-call engineer (this number must route to on-call engineer)
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