4LS Support Lead
Nokia · Posted Oct 13
Mobile and fixed network infrastructure, IP routing, cloud, and telecommunications technology services
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About the role
This role sits within Nokia's support organization providing L4 technical support for cloud-native observability applications and distributed systems running in mission-critical, global customer production environments. The work spans Kubernetes/OpenShift, microservices, Linux, networking, databases, Kafka/messaging, and observability stacks, including deployments tied to 4G/5G core networks and 3GPP standards. The Support Lead serves as the highest technical escalation point, leading critical incident recovery, deep root cause analysis, and continuous operational improvement within a 24x7 rotational shift model.
What you will do
- Lead L4 support operations for cloud-native observability applications and distributed systems, ensuring high availability, reliability, and operational excellence across production environments.
- Drive resolution of complex production incidents, lead service recovery efforts, and leverage AI-assisted troubleshooting and analytics tools to accelerate diagnosis, impact assessment, and restoration of services.
- Lead deep root cause analysis (RCA) investigations for critical incidents and recurring issues, driving corrective and preventive actions to improve platform stability, resilience, and customer experience.
- Utilize advanced expertise across OAM/FCAPS, Kubernetes, microservices, infrastructure, networking, databases, and observability platforms to diagnose and resolve complex technical challenges.
- Serve as the highest technical escalation point for customer-critical incidents, providing technical leadership and coordination across Engineering, L2/L3 Support, and customer teams.
- Drive continuous improvements in monitoring, troubleshooting methodologies, automation, operational processes, and AI-enabled support practices to enhance operational efficiency and reduce incident recurrence.
- Participate in a 24x7 rotational support organization, ensuring SLA compliance, continuous service availability, and effective management of critical incidents and escalations across global customer deployments.
Skills used in this role
What the employer is looking for
- Engineering degree with 12+ years of experience in production support, incident management, and technical leadership for large-scale cloud-native and distributed systems.
- Hands-on expertise in Kubernetes/OpenShift, microservices, Linux, and containerized application platforms, including troubleshooting complex issues across application, platform, and infrastructure layers.
- Proven experience in Root Cause Analysis (RCA), performance troubleshooting, service recovery, and resolution of critical production incidents, with the ability to act as the highest technical escalation point for customer-critical issues.
- Deep knowledge of OAM/FCAPS and observability technologies, including fault and performance management, metrics, logs, traces, monitoring, alerting, and operational analytics, along with cross-functional collaboration and SLA management.
- Experience troubleshooting complex networking, databases, Kafka/messaging systems, and distributed application architectures in large-scale production environments.
- Exposure to 4G/5G Core Networks, telecom network functions, and 3GPP standards.
- Proven ability to collaborate with Engineering, Product, Operations, and Customer teams to drive operational improvements, platform reliability, and continuous service enhancement.
Preferred qualifications
- Programming/Scripting exposure, Open Telemetry and familiarity with AI tools is preferred.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Nokia
Nokia Corporation is a multinational telecommunications, information technology, and network equipment provider that delivers critical infrastructure solutions across mobile, fixed, and cloud networks. Known for its historical roots and ongoing global presence in connectivity, the company enables advanced network automation, AI-optimized data center infrastructure, and 5G/6G technology for communications service providers and enterprises worldwide.
- Industry
- Telecommunications
- Company size
- 78005 employees
- Founded
- 1865-05-12
- Location
- Espoo, Finland
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer (CEO)
Chief Financial Officer
Chief Technology and AI Officer
President of Network Infrastructure
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