Customer Care Technical Lead

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• 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

Qualifications

• A bachelor''s / master''s degree in engineering or equivalent with 7+ years of hands-on experience across VoLTE, CS Core, SDM, and Packet Core (PaCO), with the ability to lead end-to-end technical delivery, operations, and care phases for customer networks.
• Proven capability to lead technical teams, manage complex escalations, perform root cause analysis, and ensure SLA adherence during critical incidents and high-impact outages.
• Demonstrated experience as a primary technical interface for customers, including system-level troubleshooting, multi-vendor integration, and close collaboration with R&D to resolve complex issues.

• Experience managing Care or Support portfolios, driving KPI improvements, process adherence, operational efficiency, and continuous service quality enhancement.
• Exposure to workload planning, resource allocation, skill tracking, knowledge sharing, and supporting team members learning and professional growth through coaching or training.
• Experience supporting pilots, trials, early deployments, software upgrades, and identifying opportunities for network expansion, feature introduction, or solution enhancement.