This role offers the opportunity to leverage deep technical expertise in Nokia’s Subscriber Data Management (SDM) solutions while leading the resolution of challenging issues and providing customer support across global teams. The position plays a critical role in emergency support, system recovery, and continuous improvement initiatives, with a strong focus on service quality and customer satisfaction. You will act as a single point of contact for performance monitoring, KPIs, training, and L3 certifications, working closely with Care, R&D, and internal stakeholders to drive operational excellence and continuous capability growth.
How You Will Contribute And What You Will Learn
- Apply advanced analytical skills to resolve challenging technical issues and recommend effective, innovative solutions.
- Troubleshoot, diagnose, and implement corrective and preventive actions for customer-reported issues while ensuring data security.
- Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) through consistent monitoring and follow-up.
- Manage customer interactions and provide clear, timely updates using defined support tools and processes.
- Act as a single point of contact (SPOC) for Heatmap and Case Notification Number (CNN) related measurements, coordinating corrective actions with Care and Fourth Line Support (4LS) and Research and Development (R&D) teams to prevent repeat incidents.
- Coordinate training and certification activities for the team, working with Knowledge Management and Competence Development (KMCD) and internal stakeholders to ensure the domain meets required certification Key Performance Indicators (KPIs).
Key Skills And Experience
You-Have :
- Bachelor’s degree in Telecommunications, Computer Science, Electrical Engineering, or equivalent with 10+ years of experience in a technical management role with strong knowledge of Mobile Core Networks and Subscriber Data Management (SDM) products similar to One Network Directory Service (One-NDS), Network Telephony Home Location Register (NT-HLR), Cloud Home Subscriber Server (Cloud HSS), Unified Data Management (UDM), and Subscriber Data Layer (SDL).
- Solid understanding of telecommunications principles and protocols such as Signaling System No. 7 (SS7), Diameter, Transmission Control Protocol/User Datagram Protocol (TCP/UDP), Message Transfer Part Level 3 User Adaptation Layer (M3UA), Simple Object Access Protocol (SOAP), Hypertext Transfer Protocol (HTTP), Lightweight Directory Access Protocol (LDAP), Real-time Transport Protocol (RTP), and Third Generation Partnership Project (3GPP) standards.
- Practical experience in Linux Operating System, Internet Protocol (IP) networking, and mobile core call flows and experience in emergency support and system recovery in high-availability environments.
- Proven experience coordinating Heatmap reviews, certifications, and corrective actions in collaboration with Care, Fourth Line Support (4LS), and Research and Development (R&D) teams to drive process, product, and team competence improvements.
- Cloud experience with VMware, OpenStack, Kubernetes, Cloud Band Infrastructure Software (CBIS), Cloud Band Application Manager (CBAM), and Network Cloud System (NCS), with exposure to Aerospike Database and Fifth Generation (5G) call flows, and strong problem-solving and leadership skills.
Nice-to-have:
- Past experience with Nokia Networks Subscriber Data Management (SDM) solutions for integration, system verification, installation, and upgrades.
About Us
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.Learn more about life at Nokia .
About The Business Group
In Cloud and Network Services, as Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
About The Team
Some of our 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
