Customer Care Technical Lead

• Lead and manage all technical activities across SDM domains (HLR/HSS/UDM/NDS/EIR), serving as the primary technical interface for customer projects and ensuring smooth execution, operational continuity, and network availability throughout delivery, acceptance, and care phases.
• Guide project planning with the PEO, validate workload and resource needs, and oversee technical execution including core network implementation, system acceptance, multi-vendor integration, HW/SW upgrades, preventive care, and fault/ escalation management.
• Perform technical risk analysis, implement mitigation actions, and identify opportunities for contract expansion such as network growth, new features, and software enhancements, while supporting solution reviews with Solution Managers.
• Provide expert-level troubleshooting through system-level tracing, debugging, protocol analysis, defect reproduction, and close collaboration with R&D to ensure timely fixes and resolution of complex technical issues.
• Lead RCA activities, ensure SLA compliance during escalations, support emergency processes for critical outages, and drive technical leadership in early product phases including releases, pilots, trials, and early deployments.
• Act as a subject matter expert by creating and approving knowledge articles, delivering customer/internal technical training, performing cross-team knowledge transfer, reviewing technical documentation, and collaborating with customers and third-party partners to enhance supportability and maintainability.

Qualifications

Must have:

• A Bachelor's/ Master's degree or equivalent with expertise in SDM domains (HLR/HSS/UDM/NDS/EIR) with proven experience leading end-to-end technical activities, escalations, and complex troubleshooting including tracing, debugging, and RCA.
• Excellent customer-facing communication and leadership skills, acting as the primary technical interface while ensuring SLA compliance, network availability, and smooth project execution across deployment, acceptance, and care phases.
• Good capability in project planning, technical risk analysis, resource coordination, and multi-vendor environment management, including HW/SW upgrades and preventive care.

Good to have:

• Experience working with PM@Nokia methodologies, BG/BL guidelines, and supporting early-phase product activities such as releases, trials, and pilots.
• Ability to identify technical opportunities for contract expansion and collaborate with Solution Managers and R&D for solution validation and issue resolution.