Senior Case Handling Engineer
CNS Cloud and Network Services
Bangalore, Karnataka, India
4d ago

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

Nokia is an equal opportunity employer that is commited to diversity and inclusion. 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.

  • Troubleshoots, diagnoses, advises and performs corrective actions to resolve technical issues reported by customers, Reviews network problems and ensures all learning’s are shared with appropriate stakeholders.
  • Contributes to customer Service Level Agreement (SLA) compliance and KPI quality performance level.
  • Restores / neutralizes operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer.
  • Contributes to emergency Rota when needed. Provides SW support to service delivery teams, as needed.

  • Launch, trials and pilot projects support and SW upgrades
  • Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
  • Provides technical guidance, leads CH workshops, and support to other GCD CH engineers to avoid / minimize troubleshooting challenges.
  • Develops scripts / macros to perform health checks to speed up troubleshooting efforts.
  • Perform lab testing to ensure major SW releases challenges and best practices are included in Troubleshooting Guides, working alongside GCD and R&D.
  • Engineer graduated in Telecommunications, IT or Electronic Engineering.
  • Fluent spoken and written English.
  • Minimum 5 - 8 years of work Experience
  • Strong experience and understanding of Mobile Networks (GMS, UMTS, LTE) and IP Networks
  • Experience with Implementation, Integration, Acceptance Tests, O&M and / or Care for Telecommunication Products.
  • Competences / Expertise in GSM / UMTS / LTE system validation (end-to-end performance, KPI handling, mobile devices).
  • Solid experience with Protocol Analyzer Tools (Wireshark, Tektronics etc.) and internal message flow protocols.
  • Experience in Case Handling, including Emergency Support activities.
  • Candidate must have worked as Engineer for respective technology, also if worked on integration interfaces then will be an added advantage.
  • CS / VoLTE Profile : Has excellent experience and skills on Nokia Open TAS, NTAS & 5G Core (NEF, ZTS, SMSF) products. Familiar with 3G / 4G / 5G networks, interfaces, VoLTE call flow
  • Providing SUS support for Nokia DN products (SBS, MRF, AAA & CSD also basic competence on SDM / IMS portfolio of NT-HLR, One EIR, One NDS, CMS-8200, IMS, CFX 5000).

    Involvement in troubleshooting activities which require remote and on-site support. Participating escalation management and product support practice development activities.

  • Provides technical support with a bent of mind towards advanced trouble shooting as part of 24x7 Emergency / Outage handling
  • Participate in or develop detailed designs of the Core Network in the logical order of network level designs, network element designs, and data-fill.
  • Translate business and technical requirements into solutions designs detailing the functionalities, protocols, interfaces, parameters and configuration necessary to implement the solution.
  • Quality production, documentation and implementation of configuration changes.
  • Adherence of new design to the design guidelines / strategies.
  • Impact assessment of configuration changes on services, performance and revenue.
  • Specification of testing required for each change.
  • Optimizing implementation changes.
  • Timely production of designs and configuration changes.
  • Development of tools for configuration changes.
  • Consultancy on Design / Configuration issues
  • Participation in Project teams representing Design / Configuration. Seamless implementation of changes in the Core Network
  • Assess and mitigate risk of Core Network changes to ensure minimal service or revenue impacts. More specifically this would involve performing network impact assessment and developing a test regime to mitigate exposure.
  • Develop and execute test plans, implementation plans, procedures, test specs and test cases.
  • Engage relevant groups within VHA and third parties identified within the verification & acceptance process to verify and sign-off test results.
  • Implementation activities included are configuration loading, software and hardware upgrades, software updates, new functionality or system integration, subscriber / link migration, and re-parenting.
  • Ensure implementation is in accordance with detailed designs and project timeframes.
  • Review, coordinate and manage installation, commissioning and implementation activities procured from vendors or third parties.
  • Develop or review implementation and fallback procedures.
  • Undertake technical acceptance of the solutions implemented in the model or test environment.
  • Requirements :

  • Generate Core Network designs within project timeframes
  • Design, configure, test and implement project solutions within agreed timeframes.
  • Develop and maintain implementation procedures and tools.
  • Testing and implementation of network configuration changes in accordance with detailed designs
  • Implementation of software and hardware upgrades in project timeframes
  • Review, coordinate and manage installation, commissioning and implementation activities procured from vendors or third parties
  • Undertake solution evaluation and testing
  • Trial and implement new network features
  • Additional Requirements :

  • Deep knowledge of Linux and other operating systems.
  • Hardware knowledge on HP, ATCA,
  • Familiar with GPRS and 3G networks and interfaces
  • IP networks knowledge
  • Good troubleshooting skills
  • Should be familiar with all troubleshooting tools.
  • Provide follow-up & ensure good co-ordination with L3 Technical Support teams.
  • Good communication Skills.
  • Willingness to travel and experience about customer networks
  • Additional Information

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