The 2nd Level Assurance is a vital function in Managed Services. 2nd Level Assurance is responsible for the end-to-end 2nd Level technical support for the issues arising in Managed Services Customers’ cellular network.
2nd Level Assurance is the extended support to the Front Office in fault management issues and responsible for the next level of restoration.
It’s typically divided in several Competence Areas; each specialized in a specific technology or service.
- Responsibilities
- Overall System Administration of OSS, NFVi and infrastructure management applications
- Development of new automation scenarios and new business configurations
- Maintenance (LCM) of currently developed automation scenarios
- Should have good knowledge & understanding on Linux OS & KVM
- End to end troubleshooting for the issues related to OSS Platform, Fault Management, User Management, Software/Hardware Management, Configuration Management, STS Management, and OSS applications i.e. C.N.A., OPS, CHA, ARNE, RNO, SMO, BSM, CM Editor, CM operational Manager, Cisco Prime, ALU SAM and Element Manager.
- Perform preventive maintenance, patch updates and software upgrades on the managed nodes
- Execute product configuration, integrations, and migrations. Be a part of the system testing, module, and accept testing preparation and execution.
- Outage handling and communication management with relevant stakeholders.
- Trouble Ticket /Change Request handling as per SLA/WLA.
- Analysis of user requirements and preparing relevant documentation of new development projects
- Full-stack development of stand-alone solutions based on user and business requirements
- Customer Service Requests (CSR) handling (Analysis, Troubleshooting, and Corrective Maintenance) for the complex faults.
- To handle emergencies and on-call support (24X7).
- Node Integration and O&M of OSS/ENM/ENIQ/NFVi, Perform health checks, configure alarms and automate routine operational tasks to keep the nodes healthy.
- TT & CSR handling: work with support/Vendors to fix critical or hardware issues in the node.
- Ensure interworking of OSS/NFVi applications to multiple network Element are connected (eg. PS element, CS element, RAN, BSS,..) and all functions are working well (alarm sync, PM data sync, configuration Management etc.)
- Reports creation, Solution Management and troubleshooting in SAP Business Objects and Ericsson Network Analytics.
- Competence Requirement
- Education: Degree in Electronics & Telecommunication Engineering or equivalent
- Mandatory Technical Skills –
- Knowledge of Network Products like Load Balancers (F5, A10), Firewall (Cisco, Juniper, Fortigate, A10)
- Good Working knowledge of Pluribus Networks | SDN (ODL)
- Familiar with OpenStack (Redhat, Mirantis, SQL, POSTGRESS, OPENDJ DB) and NFVi design and components
- Knowledge of Tools like Zabbix, ZenOSS, Nagios Log Server
- Scripting Knowledge via Bash, Python, Ansible.
- Knowledge of SAM and Element Manager
- Good Working knowledge of Cloud Storage Products (Nexenta, ScaleIO)
- Administrator level experience in Business Objects, Citrix or similar tools
- Should have good knowledge & understanding of Telecom Networks.
- Linux/Solaris OS experience and intermediate scripting skills (Shell, AWK, PERL).
- DB experience. Preferably with knowledge of Graph DBs like neo4j.
- Fundamental Storage concepts and operation.
- Basic understanding of IP Networks.
- Good Knowledge & Skills on System Administration of Ericsson OSS-RC/ENM, Nokia NetAct, ZTE EMS, Huawei M2000/U2000/I2000, Zenoss , Cisco Prime & Eloggers.
- Preferably hands-on experience of Integration, Commissioning & Administration OSS.
- Good Knowledge & Understanding of SUN Solaris/UNIX/LINUX/ORACLE (Preferably SUN Certified), TCP IP, Networking & Sybase environment.
- Good SQL and database knowledge.
- Should have good knowledge & understanding of Support Processes.
- Mandatory Human Skills –
- Should be customer oriented.
- Should work well under time constraints.
- Should have good oral & written communication skills.
- Should actively contribute to improvements and changes.