What are the responsibilities and job description for the Deepfield Technical Operations Manager position at NOKIA?
Join us in creating the technology that helps the world act together
We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.
The team you'll be part of
The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise. Deepfield is a Nokia-owned company that builds the analytic and security solutions that monitor and defend over 90% of internet backbone networks. We produce cutting-edge research at the intersection of data science, visualization, and network analytics, and we create, deploy, and maintain the largest global network analytics platform. Join us and help us advance state-of-the-art network intelligence. The Technical Operations Manager is responsible for the Technical Operations (Tech Ops) team. You will provide clear guidance, direction, and leadership to the team. The Tech Ops team is a global team of technical experts that help our customers optimize and support Deepfield. Manager Tech Ops and Tech Ops engineers troubleshoot issues on the Deepfield platform, analyze complex big data analytics and DDoS attacks samples from our DDoS Library. Manager Tech Ops and Tech Ops engineers provide top of class resolution to customer issues and design the most effective set of optimizations and
countermeasures available.
What you will learn and contribute to
As the Technical Operations Manager, you will be responsible for leading the organization that maintains the biggest and most detailed Analytics and DDoS Library of the internet. Your team will use big data analytics to help customers optimize their networks and protect themselves from DDoS attacks.
Are you passionate about solving problems?
As part of our team, you will:
- Provide technical leadership, guidance, mentoring, priority management, clear goals and expectations, employee support and career technical growth to the Technical Operations team
- Foster an open work environment, encouraging individual ownership, constructive challenge and outcome accountability
- Proactively managing risks and issues, with clear communication and innovative solutions
- Own the relationship between Deepfield support and Nokia Support ( CARES, 2LS, 3LS ) and develop further synergies and shared support models
- Demonstrate a hands-on approach to all aspects of Technical Operations, setting the example of technical leadership, proactive mind-set, and continuous improvement
- Provide use case driven support to customers using all Deepfield Applications (Cloud Intelligence, Subscriber Intelligence, Operational Intelligence, Defender DDoS)
- Deliver Analytics optimization and evolved solutions to customers
- Deliver Defender DDoS detection and mitigation solutions to customers
- Analyze client and global internet big data and DDoS traffic patterns, as well as networks, reporting on lessons learned and fundamentals
- Triage escalated customer issues and attacks
- Manages and builds customer relationships on a day-to-day basis, providing appropriate follow-up to customers and internal teams. Ensure ticket information is updated in JIRA and communicated to CARES, G-TAC as needed
- Support the identification, characterization and verification of design defects or deficiencies in deployed products
- Diagnose and determine problems, symptoms, and work around procedures prior to escalation to R&D
- Work closely with R&D to manage escalation of customer issues that require development team engagement and support
- Support system verification testing during critical times and demonstrate technical expertise for new releases and features
- Develop, verify and document installation, upgrade and validation procedures in customer’s networks
- Contribute to technical input for knowledge sharing, i.e. Training, Lessons Learned, Technical Alerts, Operational Notice, Best Practices, etc.
- Ensure external and internal customer trouble tickets tracked are continuously updated and maintained, with regular review and communication of dashboards, blocking tickets, etc.
- Prepare reports on problems encountered and methods of resolution applied ensuring team knowledge sharing, overall system integrity and reliability
- Prepare communications and report status to management on a regular basis
- Assist with writing and updating technical documentation and supporting continuous improvement and team growth
- Participate in 24x7 and weekend on call rotation, including ticket management, SLA management and reporting
- Ensure customer Service Level Agreement (SLA) compliance
- Work alongside industry leaders in Network Analytics and Security
Your skills and experience
The ability of the Technical Operations Manager to go deep into technical questions, as well as having solid problem-solving skills are extremely important. A sense of ownership, initiative and responsibility is essential for this role. Proactive approach to issues, finding solutions, continuous
improvement and technical growth is a must. The Technical Operations Manager must display leadership and coaching qualities to support excellence in quality and deliverables from the Tech Ops team.
Our ideal candidate is an experienced technical operations engineer with a passion for coding and intricate algorithms; someone who thrives in a complex, fast-moving environment — Deepfield Technical Operations Manager must be able to triage difficult problems, deliver under pressure, ensure system stability, manage customer expectations, and constantly improve processes.
You have:
- Bachelor’s Degree in Electrical or Computer Engineering / Computer Science, or equivalent
related experience in a technical field. - Minimum 5-years in a managerial or team lead capacity
- Minimum 10-years of Linux system Engineering
- Minimum 3-years hands on routing/switching/network experience
- TCP/IP networking (ISIS OSPF BGP SNMP DNS)
- Cloud hosting experience (such as Amazon Web Services)
- Basic understanding of Git repositories
- Knowledge of configuration and management of Service Provider networks (ISPs)
- Experience with NetFlow/SFlow/IPFIX
- Working within a ticket tracking system (JIRA, a plus)
- Excellent leadership and people management skills
- Strong interpersonal skills and experience in a global, multicultural team environment
- Action oriented, strong decision making, moderator and coach.
- Demonstrated proficiency in customer management, communications, and ticket resolution
- Thriving in a fast-paced, quickly evolving, tech environment
It would be nice if you also had:
- Scripting experience (bash, python)
- Understanding of how distributed compute cluster functions
- Familiarity with big data technologies (such as Hadoop)
- Experience with virtual platforms (such as VMware, Hyper-V, etc.)
- Understanding of configuration management (such as SaltStack, Puppet)
What we offer
Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:
- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people.
Nokia’s 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.
We are committed to a culture of inclusion built upon our core value of respect.
Join us and be part of a company where you will feel included and empowered to succeed.
Salary : $88,200 - $0
