Case Handling Technical Manager
MN Mobile Networks
Noida, Uttar Pradesh, India
3d ago

About Nokia

At Nokia, we create technology that helps the world act together.

As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks.

We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.

Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.

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About Mobile Networks

Mobile Networks, which includes mobile network products, network deployment and technical support services, and related network management.

This business group will offer the full portfolio for customers wanting to buy mobile access networks. It target leadership in key technologies such as 5G, ORAN and vRAN.

Job Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests.

Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects.

Contains escalation of key issues to appropriate functions.

The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase.

Complies to the standard and emergency case handling processes.

Job Key Tasks & Responsibilities

  • Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
  • Has in-depth business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
  • Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
  • Shares initial ideas for professional direction of own organisational unit.
  • Acts as a professional advisor and mentor for staff / work team / taskforces.
  • Provides working leadership and training to less experienced personnel.
  • Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
  • Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
  • Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
  • Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
  • 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.
  • Creates complex’ and reuses knowledge management articles.
  • Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
  • Restores / neutralises 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.
  • Records time tracking accurately.
  • Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
  • Key Competencies

    Strong LTE / 5G technology knowledge

    Nokia SRAN / 4G / 5G product expertise

    24X7 support

    Flexible to support in different time zones

    Willing to walk extra mile based on the requirement

    Service Excellence

    Trouble Resolution and Case Handling

    Software Change

    Communication and Public Speaking

    Problem Solving

    Care Fault Management and Troubleshooting

    3rd Party product technical support

    Plans & Aligns

    Drives Vision and Purpose

    Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s 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 technology that helps the world act together.

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