Cloud Infrastructure Support Engineer (Tier 3/Tier 4) - India

About the Company: MSI Americas is a multinational with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team, we believe in offering services and products that allow the humanized use of technology connecting it with society. Cloud Infrastructure Support Engineer (Tier 3/Tier 4) We are seeking a highly skilled and motivated Cloud Infrastructure Engineer to join our Infrastructure Customer Engineering and Support team, part of the Red Hat Telco Cloud Organization. This role offers the opportunity to contribute to either the Tier 3 (L3S) or Tier 4 (L4S) Engineering team, both of which work closely together to ensure the performance, availability, and reliability of our cloud-based services and underlying infrastructure. The successful candidate will act as a critical technical subject matter expert, applying strong analytical knowledge to quickly diagnose and resolve complex issues across the entire cloud stack. The Teams Tier 3 (L3S) - Cloud Infrastructure Engineer This team is responsible for managing, troubleshooting, and optimizing containerized applications and infrastructure deployed on Kubernetes, RedHat OpenShift, and OpenStack platforms. Tier 3 will also support Nokia Container Services (NCS) and CloudBand Infrastructure Software (CBIS) products. Tier 3 Engineers serve as the Subject Matter Experts (SME) for core cloud infrastructure technologies, lead the investigation and resolution of complex, high-severity customer issues, and provide end-to-end Escalation, Monitoring, and Emergency (EME) support, acting as a final escalation point to ensure service availability and meet SLAs. Tier 4 (L4S) - Cloud Infrastructure SRE/Engineer This is a special Engineering task force dedicated to preventing and solving the most critical and strategic customer issues encountered in the field. Tier 4 Engineers deep dive into troubleshooting, traversing layers from high-level Kubernetes errors to pinpointing a kernel bug. They are deeply involved in technologies like Nokia Container Services (NCS) and CloudBand Infrastructure Software (CBIS), private clouds based on Kubernetes and OpenStack, and collaborate closely with developers and product engineers to bridge the gap between infrastructure and software. Main Responsibilities (for both teams) ● Manage, troubleshoot, and optimize containerized applications and infrastructure deployed on platforms like Kubernetes, RedHat OpenShift, and OpenStack. ● Lead the investigation and resolution of complex, high-severity customer incidents. ● Prepare and conduct rigorous Root Cause Analysis (RCA). ● Develop, test, and maintain automation scripts using Python and Ansible. ● Provide immediate support for urgent cases as part of an on-call rotation. Required Skills and Experience Core Technical Expertise ● Linux Expertise: Strong knowledge and proven hands-on experience with advanced Linux (CentOS) system administration. Familiarity with Red Hat and CentOS is highly valued. ● Networking Foundations: Strong knowledge of core networking principles (TCP/IP, routing, load balancing, firewalls) in a cloud environment. A solid grasp of computer networking fundamentals, such as understanding of VLANs and IP routing, is a must ● Containerization & Virtualization: Strong knowledge of Kubernetes orchestration, OpenStack platforms, and Docker/Containerization. Knowledge in areas like Podman, Kubernetes, Helm, and/or OpenStack, KVM/QEMU is a significant advantage. ● Scripting and Automation: Solid Python scripting skills for task automation and system management. Proficiency in scripting with Bash and Python, or the willingness to learn and adapt, as well as familiarity with Ansible is required. ● Root Cause Analysis (RCA): Expertise in preparation and implementation of RCAs. ● Escalation and Monitoring: Proven experience with EME (Escalation, Monitoring, and Emergency) management processes. Beneficial Expertise (Added Advantage) ● Networking Advanced Tools: Familiarity with advanced tools and technologies such as Calico, Multus, and Open vSwitch. ● Storage Systems: Proficiency with storage solutions such as CEPH and Rook. ● Database Expertise: Understanding of relational databases such as MySQL and MariaDB, as well as experience with ETCD. ● Certifications: One or more certifications from the list below will be considered an added advantage: Red Hat Certified Specialist in Cloud Infrastructure (EX210) Red Hat Certified Engineer (RHCE) in Red Hat OpenStack (EX310) RHCSA, RHCE, CKA EX280 (RedHat Certified Specialist in OpenShift Administration) EX380 (RedHat Certified Specialist in OpenShift Automation and API Management