Senior Technical Operations Lead

Mavenir is a leading provider of cutting-edge solutions for telecommunications and network infrastructure. We specialize in delivering innovative technologies to communication service providers, including satellite operators, empowering them through delivering cloud-native software solutions that enable operators to modernize their networks, reduce costs, and accelerate time-to-market. At Mavenir we are driving the transformation of the telecommunications landscape.

Role Summary

The purpose of this role is to provide focused technical expertise to EMEA Customers and Operations teams across Mavenir product portfolio and deployments. It will provide the technical interface to other teams both external and within the organization. It will also ensure an effective flow of information between the teams within operations and facilitate knowledge transfer. The engineer will need to be technically EPC/5GC/NFV/Kubernetes strong, be able to assimilate new concepts quickly and be prepared to work in situations where they are learning as they work. They must be good at dealing with peers, other teams within the Mavenir organization and the customer’s technical staff (including good customer facing hard and soft skills). This is a hands-on technical role including deployment, integration, troubleshooting and issue resolution. In-depth understanding of the Telecom Protocols and technologies like HTTP2, NGAP, DIAMETER, GTP, S1AP are required.

Key Responsibilities

• Technical Support:

• Establish strong R&D relationships and act as the key Project to R&D interface.
• Work with the customer technical staff to deploy and integrate the systems into the customer network and support the customer’s testing.
• Run the designated acceptance testing with the customer to verify that the product is working as specified.
• Continue to improve your coding knowledge and be able to investigate the issues thoroughly before escalating to R&D.
• Demonstrate continuous process improvement and participate in lessons learnt activity once the project is closed.
• Use the provided test tools to capture and investigate the logs required by R&D.
• Communicate with customers to establish details of problems/requirements.
• Drive issue investigation, establish calls with required cross team participants.
• Remain focused on the project timelines throughout the project to ensure key milestones remain on track.
• Prepare project-related documentation like Method of Procedures (MOP) and also participate in MOP reviews to ensure right first time.
• Know who to reach out to in R&D Release Management and R&D Engineering to ensure customer queries are resolved quickly.
• Escalate to the Sr. Technical Operations Lead/Manager any critical blocking items which require their attention.
• Assist support teams when required to execute upgrades.
• Review and update all bug tracking system entries to ensure R&D have accurate data.
• Participate in the work streams to improve the product debug capabilities.
• Provide technical support and coaching to EMEA Support Teams.
• Provide Tier 3 level support during outages for the projects that you were involved with.
• Close out projects by successfully completing the go live checklist.
• Share your product knowledge and findings with the wider team by updating the knowledge base.

Quality:

• Review and update the technical aspects of quality system to ensure information is correct and up to date.
• Adhere to the internal checklist delivery milestones and reject any deliveries that fail to meet these.
• Participate in the Ops to Support handover milestone.
• Provide regular feedback of the processes currently in place to ensure continuous improvement.

Job Requirements

• Good experience working with UNIX (Solaris or Redhat Linux).
• Proven UNIX System Administration skills.
• Good coding experience.
• Experience of installing, upgrading, and configuring computer hardware and software.
• Knowledge of mobile networks.
• Good understanding of software engineering principles.
• Full understanding of the 5GC SA/NSA protocols and architecture.
• Full understanding of the 4G EPC (PGW/SGW/MME/PCRF) products and architecture.
• Full understanding of the NFV (RedHat or VMWare or Wind River).
• Full understanding of Containerized deployment.
• Automation of operational procedures with scripts using Python/Ansible/Shell.
• Able to troubleshoot the issues faced in the above-mentioned environments.
• Experience working with HP and Dell platforms.
• Experience working on the VMWare or KVM based virtualization.
• Experience working with IP networks.