Advance Technical Support - BPI

Bangalore, India
Job ID: R01508547

Advance Technical Support - BPI

This is a postsales technical role with focus on assisting customer use the product as well as handle customer ticketscases open for Blue Planet productportfolio. The team provides technical support, delivers hands on product evaluation to customers from oneday product demos and works with customer for technical assistance presales. This role is focused on providing postsales support, will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest, interest in learning various applications and showing selfmotivation in understanding and making attempts to resolve customer problems, good understanding of Oracle and websphere and should be able to troubleshoot and review Logs based on the symptoms of the problem. This role also requires experience in writing shell scripts in Unix to automate tasks or create alarms as required, troubleshooting performancebased issues in Oracle and provide suggestions as required as well as work with internal delivery teams to provide RCA and document the learnings acquired in that process. Duties & Responsibilities Prime Ciena contact for any Blue Planet Customer CaseIssue opened Interact with customer on a daily basis working on production and deployment, issue, etc providing feedback into the larger Ciena team for resolution Interact with concerned development teams to help get resolve the issue at the earliest Great monitoring and debugging skills to collect all the needed logs with minimal access and help provide the same to concerned department for resolution Good automation skills to come up with tools which will help in collecting required information from Customer site with minimal downtime Come up with workarounds to minimize Customer dissatisfaction with functionality shortcomings. Bring feedback back into AccountPLMR&D community to help improve product functionality in future releases Provide weekly execute updates on the execution and status of the customer engagements Ensure overall customer deployment plans and timelines are driven to success and any limiting issues are successfully driven through the Ciena team. Act as the customer advocate internally to Ciena and the Ciena support person to the customer. Availability to travel if required Skills Detailedoriented with strong analytical and problem resolution skills in a customer facing role. Experience in below o Operating systems LinuxUnix Languages JAVA, Python, Shell Scripting Database(s) PostgreSQL, Neo4j, Cassandra, Mysql Deployment environment Docker, microservices Deployment experience in cloud based environment AWSAzure is a plus. Experience in the following is a requirement o OSSNMS products such as Ciena Blue Planet or other vendors like Amdocs, Ericsson, Netcracker. o Telecommunications knowledge including DWDM, OTN, Ethernet, SDWAN, Docsis, xPON, IP, MPLS Network Inventory Design and Planning, Network Discovery and Activation Experience supporting mission critical highly available (HA) systems Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other) Strong written and oral English communication skills Experience with OSS systems such as CA NimSoft, HP Openview, IBM NetcoolTivoli or Infovista is a plus Knowledge of SQL an advantage Should be able to work independently and be able to work with a global team (Occasional weekend support and extra hours needed). Education & Experience At least 57 years of experience in any Enterprise production support Environment. Although part of a larger group, the candidate must be satisfied working in customer environment with limited other onsite Ciena support. Excellent English communication skills. Primary focus is supporting local customers, but you will also be providing off hours support for our customers in other regions.

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