This role offers the opportunity to leverage deep technical expertise in Nokias 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).
Qualifications
You-Have :
- Bachelors 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.
