oracle
4LS Support Lead
Nokia
Bengaluru, IND
Full-time
Senior · 12+ years experience
Hybrid
Discovered 3 days ago
KubernetesOpenShiftLinuxOAM/FCAPSKafka3GPP
Free
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Responsibilities
- Lead L4 support operations for cloud-native observability applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.
- Drive resolution of complex production incidents, lead service recovery efforts, and leverage AI-assisted troubleshooting and analytics tools to accelerate diagnosis, impact assessment, and restoration of services.
- Lead deep root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions to improve platform stability, resilience, and customer experience.
- Utilize advanced expertise across OAM/FCAPS, Kubernetes, microservices, infrastructure, networking, databases, and observability platforms to diagnose and resolve complex technical challenges.
- Serve as the highest technical escalation point for customer-critical incidents, providing technical leadership and coordination across Engineering, L2/L3 Support, and customer teams.
- Drive continuous improvements in monitoring, troubleshooting methodologies, automation, operational processes, and AI-enabled support practices to enhance operational efficiency and reduce incident recurrence.
- Participate in a 24x7 rotational support organization, ensuring SLA compliance, continuous service availability, and effective management of critical incidents and escalations across global customer deployments.
Qualifications
- Must Have
- Engineering degree with 12+ years of experience in production support, incident management, and technical leadership for large-scale cloud-native and distributed systems.
- Hands-on expertise in Kubernetes/OpenShift, microservices, Linux, and containerized application platforms, including troubleshooting complex issues across application, platform, and infrastructure layers.
- Proven experience in Root Cause Analysis (RCA), performance troubleshooting, service recovery, and resolution of critical production incidents, with the ability to act as the highest technical escalation point for customer-critical issues.
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