GM - Lead Cloud

Role Title

GM - Cloud Operations

Function

Technology Operations

Sub Function/ Vertical/ Department

SNOC

Band

M3

Reports to Role (Position No)

VP - Cloud Operations

Location

Hyderabad/Pune

1.Job Purpose

SNOC is centralized Network Operation centre responsible forFCAPS 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 domainsINM, CHM, PM & enterprise functionsto achieve SNOC objectives.

.Maximize Service and Network availability.

.Enhance customer experience

To achieve the objective, CLOUD GM needs to

.Provide expert level (Level 3) 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

.Extend support in presentations from the cloud infra stands point.

Legends -

TAC - Technical Assistance Centre

PBM- Problem Management

KM - Knowledge Management

2.Key Accountabilities / Key Result Areas

. To lead and govern end-to-end telco cloud operations across Nokia, Cisco, Ericsson, Mavenir, ZTE & Huawei setups and ensure 24x7 support for critical incidents across VIL network with focus on SLA adherence, network stability and customer experience.

. Drive advanced troubleshooting strategy using cloud OS/hardware logs, alarms, outages & KPI analytics with strong understanding of ETSI MANO architecture.

. Provide leadership on RedHat OpenShift and cloud-native platforms ensuring operational excellence and platform stability.

. Drive adoption of NFVI solutions and new technologies like OpenShift virtualization with focus on scalability and transformation.

. Provide strategic oversight on Nokia Airframe, HPE and Dell/EMC infrastructure and related issues.

. Lead proactive & reactive Problem Management, eliminate repeat issues, improve KPI and ensure better customer experience aligned to business goals.

. Align cloud, SNOC and field teams for seamless execution and faster resolution.

. Drive OEM engagement for product issues, bug fixes and long-term solutions.

. Govern First Node Integration (FNI), upgrades and rollout strategy including impact analysis, execution and success criteria.

. Ensure documentation, knowledge sharing and smooth handover for large-scale deployments and lifecycle management.

3.Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

Core competencies, knowledge and experience (Max 10):

. Expert in multi-vendor Telco Private Cloud operations and governance.

. Strong understanding of ETSI NFVI, OpenStack (Triple-O) and cloud architecture.

. Experience in OpenStack networking and SDS troubleshooting.

. Strong expertise in RedHat OpenStack and OpenShift virtualization platforms.

. Knowledge of automation (Python, Ansible) and cloud operations.

. Experience in telecom domains - vEPC, VoLTE, vRAN, 5G architecture.

. Strong understanding of cloud KPI, performance and service assurance.

. Exposure to VNFM, HELM and cloud orchestration tools.

. Strong stakeholder management with OEM, governance team and planning teams.

. Knowledge of ITIL V4 processes and SNOC operations.

. Expert in Telco Private Cloud administration and operations of more than one of Nokia, Ericsson,

. 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 & power point

. Good team player, politically agile

. First Time Right & result oriented approach,

Professional Qualifications:

. Engineering graduate Electronics and Communication/ Computer Science with 12+ years telecom experience in telco cloud and operations

. Strong experience in NOC/SNOC or cloud support leadership roles

. RedHat Linux / OpenStack (CL210) certification preferred

. RedHat OpenShift (DO280/DO380 /AI ) certifications preferred.

4.Key Performance Indicators

.Operational Performance

oSLA for cases raised to get support for ongoing issues

P1 - (Cloud- 60 Min)

P2 - (Cloud- 120 Min)

oTargets 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%.

o2 Problem Cases/Enterprise Service Improvement plans (SIP) per month.

o1 Knowledge Management documents per month for Cloud.

oTarget for number of proactive PBM - 5%.

oZERO NC for all ISO External and Internal Audit.

oFNI/Upgrade/new feature implementations for successful roll out - Target - 100%

.Development Performance

oEnsure 100% penetration of HSW induction to all team members and partners.

.Future Ready

oAlignment with DIGITAL DNA - drive automations projects for easing the way of working/ making time taking tasks efficient and scalable.

oAt 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 - 30

.Number of Knowledge Management documents already created - 20+

.Average monthly Tickets handled - 50

.Average monthly FNIs - 1

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

.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 GM expertise is required.