About the role

Platforms Engineering Support Lead at Nokia responsible for technical support and operational strategy for cloud-native platforms across Nokia and customer environments.

Responsibilities

Provide expert L4 technical support, including troubleshooting, performance analysis, ticket handling, and escalation management.
Lead operational strategy across support processes (FM, IM, CMBs, TL9000, Lean), ensuring alignment with ITIL practices.
Work with L1–L4 support, enterprise teams, business owners, and customers to define operational requirements and ensure compliance with functional, non-functional, and quality standards.
Drive automation across deployment, upgrades, administration, and verification workflows, including performance testing and test automation toolchains.
Support dimensioning, optimization, and training/coaching activities to improve solution efficiency and team capabilities.
Build and refine observability, operability, and serviceability concepts, including Golden Signals design and implementation.
Contribute to internal tools, lab maintenance, Ops-related development, and implementation of platform services.
Participate in 24/7 ROTA engineering management to ensure continuous, high-quality operations.
Document concepts, processes, and solutions at a level that enables effective collaboration and clear handover to end-users and internal teams.
Drive continuous improvement by sharing knowledge, coaching team members, and tracking technological innovations relevant to the platform.

15+ years of experience in R&D or Technical Support with strong involvement in ITIL-aligned support processes.
Proven background in DevOps operations, ideally in SaaS/CaaS environments.
ITIL certification and a people-centric mindset.
Strong automation mindset and experience using cloud-based managed services.
Solid understanding of private cloud virtualization platforms and modern server hardware.
Hands-on experience with container technologies (Docker, Kubernetes), IaC, IT automation tools, and DevOps toolchains.
Expertise in observability/operability/serviceability concepts and familiarity with Golden Signals.
Strong troubleshooting and performance optimization skills.
Experience improving deployment and upgrade automation for complex systems.
Excellent communication skills, structured working style, and ability to contribute hands-on.
Fluency in written and spoken English and a passion for working with cutting-edge technologies.

Medical insurance plan to support your health and well-being
Flexible working arrangements to support work–life balance
A minimum of 90 days of Maternity and Paternity Leave based on eligibility
Fully equipped fitness center on-site
Nokia Garage access to explore new technologies, experiment with ideas, and have fun in our dedicated innovation space
Well-being programs to support your mental and physical health
Personal Support Service 24/7 – a confidential support channel open to all Nokia employees and their families in challenging situations
Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions
A learning culture that promotes continuous personal and professional growth – for your role and beyond