Act as the primary technical liaison between customers and Nokia support, serving as an end-to-end technical advocate during incident management (including critical outages).
Maintain customer network documentation, providing technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solving complex problems.
Deliver customer-facing communications on operational and technical issues, making recommendations based on technical notes, ensuring SLA compliance and KPI quality, and following up on tickets.
Ensure disaster recovery procedures are in place, adhering to change management processes, providing technical guidance for upgrades, driving automation, contributing to Design for Serviceability, and fostering knowledge management.
Validate technical task workloads, managing resource allocation, supporting Delivery to Care handovers, and providing 24x7 emergency support.
Requirements
A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred.
8+ years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities.
Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud).
Proficiency in network management and monitoring tools.
Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm).
Experience with Linux & Windows, including scripting (shell, Python).
Knowledge of DevOps and CI/CD methodologies.
Strong leadership, interpersonal, and team/vendor management skills.
Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on-call rotations.
Experience managing escalations and coordinating resources across cross-functional teams.
Excellent written and spoken English communication skills, with the ability to convey complex technical ideas.
Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes.
Proficiency in Microsoft Office applications (Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams).
Benefits
Flexible and hybrid working schemes
A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
Life insurance to all employees to provide peace of mind and financial security
Well-being programs to support your mental and physical health
Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
Employee Growth Solutions to support your personalized career & skills development
Diverse pool of Coaches & Mentors to whom you have easy access
A learning environment which promotes personal growth and professional development - for your role and beyond
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