Technical Support Specialist - DDI

About Nokia

We create the critical networks and technologies to bring together the world’s intelligence, across businesses, cities, supply chains and societies. With our commitment to innovation and technology leadership, driven by the award-winning Nokia Bell Labs, we deliver networks at the limits of science across mobile, infrastructure, cloud, and enabling technologies. Adhering to the highest standards of integrity and security, we help build the capabilities we need for a more productive, sustainable and inclusive world.

About Nokia IT

At Nokia IT, we are in a fast-paced digitalization journey. We are transforming into a modern, digital organization that globally delivers seamless technology experiences to 100,000 employees, as well as external users across the world, based on trusted IT infrastructure, applications and security capabilities. To build a world-class IT organization, we are looking to find, grow and keep the best talent in various disciplines andareas.
Are you a hands-on technologist that wants to use knowledge to create an impact? Are you passionate about the digital era? Do you value a culture of transparency and accountability, and work with customers in your heart? Then join the diverse and global Nokia IT team!

Job Description

• Analyzing production network issues and resolve
• Follow troubleshooting mechanisms and suggest corrective action
• Work in 24x7 support model and provide required shift handover
• Administering service requests and execute network changes
• Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds
• Coordinates with junior NOC engineers to analyze the issue, capture new logs if required
• Coordinate with cross technology technical team to resolve the incident
• Track issues that are intermediate in nature until its closure working with multiple stakeholder
• Ensure to provide technical update during the incident management
• Identify the issues root cause and create root cause analyses.
• Identify design related gaps that caused the incident and propose for preventive action
• Work through problem management process to support technical implementation
• Comply to change management process for change implementation
• Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved
• Coordinates solution provisioning and deployment of service
• Additional duties as required and possible remote implementation assistance on special projects

• Helping in ticket management and reporting task

• Qualifications - Internal

• Bachelors’ degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent
• Minimum of 10+ years’ experience in Network services, deep knowledge of and management in complex environment
• Strong ability to diagnose network alerts, events or issues
• Good oral and written communication skills, and ability to address conflict with others constructively
• Ability to work in 24x7 work shift
• Good understanding on network technologies TCP/IP, VRRP, DNS, ARP, STP, Trunking, & Port Channeling, VRF, IPsec and TLS;
• Experience in DNS server installation, configuration and service support
• Experience in handling DNS service for large enterprise
• In-depth knowledge of DNS, NTP, IPAM, BIND, and DHCP.
• Experience in handling Efficient IP DNS, DHCP and IPAM and F5 GTMs
• Nice to have experience with Infoblox, Microsoft DNS, Dyn
• Experience in DNS records, TLD, SOA, Root, DNS forwarders..etc Enterprise DNS architecture
• Experience in maintaining IPv4 address space for large enterprise
• Managing IP address via DHCP, RIR with respect to IPv4 and IPv6
• Experience in IPv6 structure, using IPv6 in enterprise, data center..etc
• Knowledge in DNSsec, DNS6 and experience in Anycast DNS deployment
• Experience in managing Internet and External DNS server for large enterprise
• Previous experience of understanding and solving independently complex issues related to DNS services, including external, internal domains
• Good understanding on LAN/WAN technologies, firewalls, virtualization, load balancing,
• Experience in Requirement gathering and Understanding of ITIL processes
• Excellent verbal and written communication skills in English
• Eager and capable to work in a global multi-cultural team and to develop him/her self
• Strong customer focus

Drive to deliver results, “get things done” attitude

Enterprise Applications team
In this role, you will be part of our Enterprise Applications team, responsible end to end for Nokia’s applications’ portfolio, used across all Business Groups and Functions. Our current mission is to simplify and modernize our application portfolio and to transform into a fast moving, product-oriented and customer-focused technology organization.

Cyber Security team
In this role, you will be part of our Cyber Security team. We protect Nokia critical data and operations against security threats and guarantee the overall confidentiality, integrity and availability of Nokia data. Our top focus today is to enable Nokia business to early adopt new digital technologies in a secure way.

IT Procurement
In this role, you will be part of the IT Procurement team, which serves a vital role in the realization of strategic and operational goals, including of our digitalization journey. We are responsible to ensure the most cost-efficient investment decisions, to secure the best quality solutions for Nokia IT at the best price and to maximize the value of our supplier relations. .

Operations team
In this role, you will be part of the Operations team, which plays a vital role in the achievement of the strategic, financial and operational results of the transforming IT organization. The unit is responsible to provide Business Support, Management and Governance across IT units to drive an aggressive transformation activity agenda, and support the delivery of projects on-scope, on-time, on-budget and with quality. This team is also the interface into Nokia corporate organizations, helping to ensure the agenda and goals of IT are fully enabled.

Infrastructure team
In this role, you will be part of the Infrastructure team, which ensures the stability, availability and high performance of the IT infrastructure that serves Nokia’s entire workforce and upholds the technology for almost every single interaction of the company’s business. At IT Infrastructure, we set up, maintain and optimize Nokia’s enterprise computing and networking capabilities; we administer and continuously advance our Digital Workplace; and we grant IT support to a global community of end-users. On top of keeping our end-users satisfied every day, our immediate strategic priority is to progress rapidly in our aggressive digital transformation and in our journey towards a cloud-based environment. In IT Infrastructure, you are part of a team that is redefining IT and shaping the future of Nokia.

Job Responsibilities & Competencies

Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. Nokia culture welcomes people as their true selves.