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

• Job Purpose

SNOC is centralized Network Operation centre responsible for FCAPS 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 domains INM, CHM, PM & enterprise functions to 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

• 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.
• 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.
• Key Performance Indicators
• Operational Performance
• SLA for cases raised to get support for ongoing issues

P1 - (Cloud- 60 Min)

P2 - (Cloud- 120 Min)

• Targets 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%.
• 2 Problem Cases/Enterprise Service Improvement plans (SIP) per month.
• 1 Knowledge Management documents per month for Cloud.
• Target for number of proactive PBM – 5%.
• ZERO NC for all ISO External and Internal Audit.
• FNI/Upgrade/new feature implementations for successful roll out – Target – 100%
• Development Performance
• Ensure 100% penetration of HSW induction to all team members and partners.
• Future Ready
• Alignment with DIGITAL DNA – drive automations projects for easing the way of working/ making time taking tasks efficient and scalable.
• At least one e-learning course per 2 months from new technology for capability building
• 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
• 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.