GM - Lead Cloud

Role Title

GM – Cloud Operations

Function

Technology Operations

Sub Function/ Vertical/ Department

SNOC

Band

M3

Reports to Role (Position No)

VP – Cloud Operations

Location

Hyderabad/Pune

1.       Job Purpose

SNOC is centralized Network Operation centre responsible for FCAPS for VIL PAN India network across all technologies and domains through highly skilled People, well stitched Processes & state of the art Tools.

‘Cloud infra’ is being a revenue critical technology platform with unparalleled focus of organization & going through rapid technological changes over the span of time.

CLOUD is one of the essential functions working across domains INM, CHM, PM & enterprise functions to achieve SNOC objectives.

·       Maximize Service and Network availability.

·       Enhance customer experience

To achieve the objective, CLOUD GM needs to

·       Provide expert level (Level 3) support for the cloud infra critical incidents happening in the network.

·       Ensure Corrective and Preventive actions through problem management.

·       Conserve and disseminate Knowledge acquired.

·       In depth technical discussion with vendor experts to bring the solution & implement effectively

·       Extend support in presentations from the cloud infra stands point.

Legends –

TAC – Technical Assistance Centre

PBM– Problem Management

KM   – Knowledge Management

2.       Key Accountabilities / Key Result Areas

• To lead and govern end-to-end telco cloud operations across Nokia, Cisco, Ericsson, Mavenir, ZTE & Huawei setups and ensure 24x7 support for critical incidents across VIL network with focus on SLA adherence, network stability and customer experience.

• Drive advanced troubleshooting strategy using cloud OS/hardware logs, alarms, outages & KPI analytics with strong understanding of ETSI MANO architecture.

• Provide leadership on RedHat OpenShift and cloud-native platforms ensuring operational excellence and platform stability.

• Drive adoption of NFVI solutions and new technologies like OpenShift virtualization with focus on scalability and transformation.

• Provide strategic oversight on Nokia Airframe, HPE and Dell/EMC infrastructure and related issues.

• Lead proactive & reactive Problem Management, eliminate repeat issues, improve KPI and ensure better customer experience aligned to business goals.

• Align cloud, SNOC and field teams for seamless execution and faster resolution.

• Drive OEM engagement for product issues, bug fixes and long-term solutions.

• Govern First Node Integration (FNI), upgrades and rollout strategy including impact analysis, execution and success criteria.

• Ensure documentation, knowledge sharing and smooth handover for large-scale deployments and lifecycle management.

3.       Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

Core competencies, knowledge and experience (Max 10):

• Expert in multi-vendor Telco Private Cloud operations and governance.

• Strong understanding of ETSI NFVI, OpenStack (Triple-O) and cloud architecture.

• Experience in OpenStack networking and SDS troubleshooting.

• Strong expertise in RedHat OpenStack and OpenShift virtualization platforms.

• Knowledge of automation (Python, Ansible) and cloud operations.

• Experience in telecom domains – vEPC, VoLTE, vRAN, 5G architecture.

• Strong understanding of cloud KPI, performance and service assurance.

• Exposure to VNFM, HELM and cloud orchestration tools.

• Strong stakeholder management with OEM, governance team and planning teams.

• Knowledge of ITIL V4 processes and SNOC operations.

• Expert in Telco Private Cloud administration and operations of more than one of Nokia, Ericsson,

• Understand ITIL V4 terminology, methodology and able to produce processes and procedures in SNOC environment.

Human Traits:

• Excellent verbal & written communication skills

• Having hands-on knowledge on Microsoft excel & power point

• Good team player, politically agile

• First Time Right & result oriented approach,

Professional Qualifications:

• Engineering graduate Electronics and Communication/ Computer Science with 12+ years telecom experience in telco cloud and operations

• Strong experience in NOC/SNOC or cloud support leadership roles

• RedHat Linux / OpenStack (CL210) certification preferred

• RedHat OpenShift (DO280/DO380 /AI ) certifications preferred.

4.       Key Performance Indicators

·       Operational Performance

o   SLA for cases raised to get support for ongoing issues

 P1 - (Cloud- 60 Min)

P2 - (Cloud- 120 Min)

o   Targets for Problem Management Tickets - P1 – 1 Month, P2 – 2 Months, P3 – 3 Months, P4 – 4 Months and P5 – 5 Months with SLA targets of 90%.

o   2 Problem Cases/Enterprise Service Improvement plans (SIP) per month.

o   1 Knowledge Management documents per month for Cloud.

o   Target for number of proactive PBM – 5%.

o   ZERO NC for all ISO External and Internal Audit.

o   FNI/Upgrade/new feature implementations for successful roll out – Target – 100%

·       Development Performance

o   Ensure 100% penetration of HSW induction to all team members and partners.

·       Future Ready

o   Alignment with DIGITAL DNA – drive automations projects for easing the way of working/ making time taking tasks efficient and scalable.

o   At least one e-learning course per 2 months from new technology for capability building

5.       Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

Team size – 30

·       Number of Knowledge Management documents already created – 20+

·       Average monthly Tickets handled – ~50

·       Average monthly FNIs - 1

6.       Risks, Challenges, Job Context (Short Description)

·       Sensitive & critical issues from cloud infra requires End to End integral knowledge from Linux level, Openstack, Docker containers, multivendor hardware’s for all nodes involved in troubleshooting & correction

·       To build the capability in multivendor NFVI troubleshooting skills and OpenShift troubleshooting skills is utmost importance since many of the problems are repetitive in nature among the cloud platforms

·       FNI & upgrades in pilot node with learnings enable fault free roll outs in the network

·       Rapidly growing data market demands quick understanding & resolution & with emerging technologies deployed in network add to complexity in FCAPS wherein GM expertise is required.