Customer Technical Advocate - Optics PTCL
Nokia Siemens Networks Ltd
Pakistan, INDIA
3d ago
source : TimesJobs

Customer Services ION IP Optical Networks 2000000EN8 Requisition # About IP Optical Networks Our IP / Optical Networks business group (ION) includes IP, optical and network automation technologies and related services sold to our communication service provider customers as well as adjacent markets including webscale companies and enterprises.

Our comprehensive wide area networking (WAN) solutions enable our customers to build and operate automated, secure, and high-performance networks at massive scale helping to interconnect people and things from any broadband access modality to and among - edge clouds, central clouds, the Internet, and other services and data centers.

ASSIGNMENT Primary PoC for MS / Customer, Global TAC and Nokia Care Management Develop good relationships, customer trust and negotiate conflict resolution MAIN ACTIVITIES Prepare RCA and Incident reports / documentation Customer Technical Meetings Supervise / Guide Care Engineer EME / Outage / Cases Technical management Control / Guide / Alert regularly on upgrades of Install Base in Customer network Maintain customer satisfaction by assisting providing services that are fully compliant with the SLA Ensure proper cases follow-up and escalation Keep an eye on business opportunities (including proactive maintenance services), inform and support sales and business development team to capture the new business based on general knowledge of customer contracts, project management and issue resolution skills Lead Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues / outages in the customer network Lead network performance analysis in order to assess the impact of a problem and to solve customer service related issues Follow up with the customer to support scheduling and implementation Clear understanding of technology, customer solutions and network Timely notification anomalies with respect to products and their operational configurations, in order to avoid known issues in Customer network which may have potential operation impact.

Analyze if a Technical Alert is applicable to the customer and propose Action Plan Manage Nokia Care Tools Good understanding of Nokia are documentation and Care Escalation matrix WORKING MODE Provide Local RTS to the customer and occasional site visits for Consultation Interactions with customers, technical experts, intervention centres & Welcome Centers Qualifications - Internal Job Grade / Level9 COMPETENCIES Theoretical and practical (testing, troubleshooting) knowledge of IP / MPLS Optical Networks Desirable knowledge 1830 Family Products Desirable knowledge 1350 OMS Strong communication skills (technical, business acumen, trustworthiness) Ability to prepare and deliver weekly or monthly reports on the network health.

Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on peoples lives and help to overcome some of the worlds most pressing challenges.

We act inclusively and respect the uniqueness of people. At Nokia, 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.

Nokia culture welcomes people as their true selves. Come create the technology to connect the world.

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