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April

Sme - Nfvi

CNS Cloud and Network Services - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Subject Matter Expert (SME) for Network Function Virtualisation Infrastructure (NFVI) is the main customer interface on the NFVI solution. The SME 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. The SME acts as a customer advocate to NOKIA service delivery teams, ensuring that customer needs and expectations are understood and properly translated to operational parameters. The SME is also expected to have a level of knowledge and experience to act as “trusted advisor” in recommending improvements to operational activities and/or the technology itself that will enhance delivered service quality, robustness and reliability.

Key Responsibilities

Initial Transition Period:

  • Technically manage the transition of the operation of the customer’s NFVI platform from the vendor to the offshore NFVI Service Delivery team;
  • Assist the NOKIA Transition Manager by co-managing the transition project deliverables;
  • Act as a technical mentor to the newly hired offshore NFVI Service Delivery team;
  • Provide knowledge transfer to the offshore NFVI Service Delivery team as required;
  • Primary technical customer contact during the transition;

Post Transition Period:

  • Act as the onshore face to face customer governance interface for NFVI and virtualisation related issues;
  • 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 NFVI and virtualisation domain;
  • Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered in a timely fashion for the NFVI and virtualisation 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 NFVI and virtualisation platforms as required;

Key Accountabilities

  • Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration for the NFVI Domain;
  • Accountable for OLA’s, SLA’s and any third-party vendor agreements for the NFVI & virtualisation 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 NFVI service delivery team;

Skills and Background

Essential Skills:

  • Proven expertise working in Ericsson NFVI technologies;
  • Working knowledge of other vendor virtualisation technologies;
  • Working knowledge of Incident, Problem, Change Management frameworks such as ITIL v3;
  • Good Understanding of Ericsson Voice Core Network Elements such as IMS (AAA, MTAS, CSCF, BGF, MRF, P-CSSF, IBCF, EMM) & SDM (CUDB, HSS, HLR, HSS, UPG, IPWorks, EDA)
  • Good understanding on Packet Switch Core network element such has SGSN, MME, EPG, PCRF, and interconnect interfaces with radio access network.
  • Protocol Knowledge of SS7SOAP, DIAMATER & VoIP
  • Technical experience in Ericsson Voice & Packet Core equipment.
  • 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 experience of successful matrix management of technical teams including development, coaching, performance feedback and evaluation;
  • Good to excellent command of English (verbal and written);
  • Excellent ability to manage multiple high priority efforts, competing priorities and flexibility to adjust to changing requirements, schedules and priorities;
  • Experience in managing vendors, KPI’s and SLA’s;
  • Ability to relate to technology and have fast adoption skills;
  • Strong experience with IT service desk, networks, datacentres, infrastructure & operations;
  • Self-driven and resourceful to achieve goals independently as well as work well in groups;

Desirable Skills:

  • Sound understanding of remote resource management skills;
  • Breadth and depth in telecommunications and datacentre networks both from a technology and services perspective;
  • Ability to translate customer requirement into meaningful business opportunities;
  • Process Development/Management;
  • Conflict Management;
  • Risk & Issue Management;

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