Care OCP Resident Engineer (工作地點：台北市)

Role Description:
This role requires excellent customer support experience for our end customers with wider Cloud technology experience in customer-facing environment. would require working on challenging technical problems and having a passion for solving problems with innovative and robust solutions. People should actively look for ways to automate and simplify complex processes, think ahead to future needs as well as present, take pride in being thorough and detail-oriented, and function well in a fast-paced environment.

Technical Skills:

• OpenStack, Kubernetes, MANO Architecture in Telco Cloud
• Support/Deployment and testing expertise in Cloud Infra telco
• Preferred: Red-hat OCP/ OpenStack / NCP
• Linux Level 3 Expertise
• Basic Level 2 Networking Expertise.

Primary Job Responsibilities:

• Customer Centric approach and Interface to the customers and Care Technical Leads for Care Cases.
• E2E case ownership with regular Governance with Care Technical Leads.
• Collaboration with L3 and Market teams.
• Perform initial diagnosis of incidents and find solutions through knowledge reuse.
• Perform Log collection, health check and Facilitate troubleshooting sessions between Customer & L3.
• Care delivery and Performance Management.
• Participate in Weekly case review meetings with Market & L3.

Availability of Support: It will be a general shift usually, only on need basis On-Call or emergency support might be required
Language: Mandatorily Mandarin who can communicate to customers in Taiwan

職務說明 (Role Description)
此職位需要具備優秀的客戶支援經驗，並在面對客戶的環境中展現廣泛的雲端技術專業。工作內容包含處理具挑戰性的技術問題，並需具備以創新且穩健的解決方案來解決問題的熱情。候選人應積極尋找自動化與簡化複雜流程的方法，兼顧當前與未來需求，注重細節，並能在快節奏的環境中良好運作。

技術技能 (Technical Skills)

• 具備 OpenShift 雲端基礎架構的部署與疑難排解支援能力
• 具備 OpenStack 或 Kubernetes 雲端基礎架構的部署專業知識
• Linux Level 3 專業能力
• 基礎 Level 2 網路專業能力

主要工作職責 (Primary Job Responsibilities)

• 以客戶為中心，作為客戶與Leads 的主要接口，處理 Care Cases。
• 端到端案例所有權，並定期與 Leads 進行治理。
• 與 L3 及市場團隊合作。
• 進行事件的初步診斷，並透過知識重用找到解決方案。
• 執行日誌收集、健康檢查，並協助客戶與 L3 之間的疑難排解會議。
• Care 交付與效能管理。
• 參與每週與市場及 L3 的案例檢討會議。

支援可用性 (Availability of Support)
通常會是一般班制，只有在需要時才可能要求 On-Call 或緊急支援。