Manager-Engineers - Cloud

Role Title

Manager– Cloud Operations

Position No

Function

Technology Operations

Sub Function/ Vertical/ Department

SNOC

Band

M1

Reports to Role (Position No)

SME – Cloud Operations

Location

Hyderabad

Date of last update/approval

18-Sep-26

1. Job Purpose (In one or two sentences)

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 Manager needs to

• Provide expert level (Level 2) 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

Legends –

TAC – Technical Assistance Centre

PBM– Problem Management

KM   – Knowledge Management

2. Key Accountabilities / Key Result Areas (Max 5)

• To lead telco cloud Nokia, Cisco, Ericsson, Mavenir, ZTE &Huawei and Mavenir Tier2 Cloud team and provide 24 x 7  support to Emergency & critical incidences for all Cloud setups across VIL network adhering SLA agreed to achieve maximum network and service uptime.
• Excellent troubleshooting with the help of various cloud OS / hardware event logs & correlation with alarms, service outages, performance KPI of the network. Should be well versed with ETSI MANO architecture  
• Good troubleshooting with RedHat OpenShift /RedHat openshift virtualization deployed instances
• Should acquire knowledge on various NFVI solutions & troubleshooting skills with respect to new technology like OpenShift-virtualization.
• knowledge and experience in troubleshooting in any of the Nokia Airframe, HPE and EMC servers
• Working experience in troubleshooting storage- SAN and SDS.
• Proactive & reactive Problem Management, repeat incident handling for Cloud infra Domain. Liaison with inter domain teams including vendor for arresting repetitive issues, continual network improvement, network KPI improvements & better customer experience aligned to organization goal for Customer Experience Excellence
• Harmonize cloud support team with the circle field team for the smooth closure of activities
• Exploring issues /bugs in the cloud setups by proper diagnosing repeated issues and take up with OEM’s for the permanent solution
• Conduct First Node Integration (FNI) activity – This comprises of holistic assessment of new software release documents, impact analysis, methodology of implementation, actual execution of upgrade of network, finalize success criterion & method of execution.

Documentation for lessons learnt & handover for mass roll out to Change Management team for smooth and fault free software/firmware upgrades across network.

This helps in product enhancements as into the network to meet business needs, fix bugs, improve features and upkeep software/firmware lifecycle of cloud OS and infra components.

3. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

Core competencies, knowledge and experience (Max 5):

• Experience in RedHat Linux troubleshooting.
• Expert in Telco Private Cloud administration and operations in any one of Nokia, Ericsson, Huawei, ZTE, Cisco,  Mavenir cloud or on general purpose cloud.
• Excellent understanding of ETSI NFVI and working experience in RedHat Openstack ‘triple O’Deployment or troubleshooting,
• Experience in troubleshooting storages SAN and SDS Ceph.
• Experience in UNIX Linux scripting, python scripting and Ansible playbook.
• Interact with OEM, highlight repetitive or design issues in solutions.
• Understanding and functional knowledge of vEPC ,Volte architecture and 5G is an added advantage
• Knowledge of vital infra Cloud KPI’s.
• 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 and  power point.
• Good team player, politically agile.
• First Time Right & result oriented approach.

Professional Qualifications

• An engineering graduate in preferably CSE/Electronics and Communication with 3+ years of telecom experience in troubleshooting complex telco cloud problems and with min 1 year. NOC/Support experience
• Certification in RedHat Linux.
• RedHat certified Openstack cloud administrator – EX 210/211
• RedHat Certified Openshift cloud administrator – EX 280
• Certification in RedHat OpenShift Virtualization is added advantage

4. Key Performance Indicators (Max 5)

• Operational Performance
  • SLA for cases raised to get support for ongoing issues
    • P1 - (Cloud- 60 Min)
    • P2 - (Cloud- 120 Min)
  • 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%.
  • 2 Problem Cases/Enterprise Service Improvement plans (SIP) per month.
  • 1 Knowledge Management documents per month for Cloud.
  • Target for number of proactive PBM – 5%.
  • ZERO NC for all ISO External and Internal Audit.
  • FNI/Upgrade/new feature implementations for successful roll out – Target – 100%
• Development Performance
  • Ensure 100% penetration of HSW induction to all team members and partners.
• Future Ready
  • Alignment with DIGITAL DNA – drive automations projects for easing the way of working/ making time taking tasks efficient and scalable.
  • 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 – Nil (individual contributor)

• Number of Knowledge Management documents already created – 20+
• Average monthly Tickets handled – ~20

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

Risks & Challenges:

• 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 SME expertise is required.