Hybrid Customer Care Technical Lead

Posted 11 hours ago

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About the role

  • 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

Job title

Customer Care Technical Lead

Job type

Experience level

Senior

Salary

$121,030 - $224,770 per year

Degree requirement

Bachelor's Degree

Location requirements

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