Care Technical Customer Advocate

As a Care Technical Customer Advocate, you will play a crucial role as the key technical liaison between customers, service, delivery, and R&D teams. Your primary responsibility will be to ensure seamless communication and efficient issue resolution. You will be tasked with analyzing technical problems, providing clear insights to customers, and escalating unresolved issues. Additionally, you will be driving risk reporting, service assurance, and operational improvements. Your expertise in various areas such as Virtualized Network Functions, Cloud Computing (specifically OpenStack and VMWare), Software Defined Networking (SDAN), Fixed Access Systems (xPON, FTTx, Wifi6, FWA, IP), and automation (preferably Python) will be instrumental in supporting network upgrades, performance monitoring, and compliance initiatives. Your proficiency in customer management, problem-solving, and conflict resolution will contribute towards enhancing service delivery and improving the overall customer experience. Collaboration across global teams will be essential as you identify new opportunities and contribute to best practices and business growth. In this role, you will have the opportunity to deepen your understanding of Virtualized Network Functions (VNFs) and Cloud Computing concepts, with a focus on platforms such as OpenStack, VMware, and various hypervisor technologies. Knowledge of Fixed Access Systems including xPON, FTTx, CPE, Wi-Fi 6, FWA, and IP concepts will be beneficial. Familiarity with Software-Defined Networking (SDN), SDAN, and automation is also desired. Experience in Service Assurance, OAM Testing, Reporting, issue analysis, Root Cause Analysis (RCA), and risk reporting will be valuable. Proficiency in network management, change management, software upgrades, and Python scripting skills are considered advantageous. Experience in performance reporting for SLA/KPI compliance will also be beneficial. Key responsibilities include managing technical relationships with customers and internal teams, acting as a crucial liaison for technical communication and collaboration, analyzing technical issues, escalating problems, and managing conflicts with clear customer communication regarding operational issues. Additionally, providing proactive risk reports, suggesting improvement initiatives, collaborating with global teams, and working closely with Product Line Management (PLM) and Technical Support Operations (TSO) teams to enhance service delivery and customer experience are also important aspects of the role. Nokia, an innovative technology leader committed to mobile, fixed, and cloud networks, offers continuous learning opportunities, well-being programs, and a supportive environment where diverse teams thrive. Join Nokia to be part of a culture of inclusion and innovation that empowers individuals to succeed.,