What you will learn and contribute to
Care 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 Care Technical Manager supports within Care service delivery. He also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.
Are you passionate about solving problems?
As part of our team, you will :
Interpret internal and external business challenges and recommends best practices to improve products, processes and services.
Solve complex problems based on sophisticated analytical thought and complex judgment.
Act as a subject matter expert leader for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business
Identify, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
Lead and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
Interact with customer for complex cases, providing workarounds, etc.
Ensure SLAs are met for escalated cases.
Your skills and experience
You have :
This role requires 08-15 years of experience on Mobile Core, IMS, VoLTE , Cloud products . Integration, troubleshooting & Customer handling capabilities.
In-depth experience on project roll-out / SW upgrade activities & troubleshooting skills for Core and IMS products like MSS, TAS, CFX and SBCs.
Participating in special projects (e.g. customer pilots and task forces)
Handling of escalation management and product support practice development activities for different products
Familiar with VoLTE, Packet Core,SDM and Cloud products and related interfaces
IP networks knowledge including basic IP configuration and troubleshooting skills
Should be familiar with troubleshooting tools like wireshark etc.
It would be nice if you also had :
Analytical and pro-active mindset and way of working
Willingness to travel and experience about customer networks
Team working skills
Flexibility
Open communication
Desire to learn new things
BE / B.Tech or equiv. from a reputed institution
What we offer
Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality :
One of the World’s Most Ethical Companies by Ethisphere
Gender-Equality Index by Bloomberg
Workplace Pride Global Benchmark
LGBT+ equality & best place to work by HRC Foundation
At Nokia, we act inclusively and respect the uniqueness of people.
Nokia’s 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.
We are committed to a culture of inclusion built upon our core value of respect.
Join us and be part of a company where you will feel included and empowered to succeed
Additional Information
