The Customer Care Technical Lead manages end-to-end technical activities across customer projects, ensuring network stability, risk mitigation, and smooth operational execution. This role demands advanced troubleshooting capabilities, leadership in escalated cases, and the ability to collaborate closely with customers, R&D, and cross-functional teams.You will provide expert guidance on upgrades, acceptance testing, fault management, and early-phase deployments while ensuring SLAs and quality standards are achieved. Additionally, you will support knowledge transfer initiatives, review technical documentation, and contribute to continuous improvement across processes and solutions.
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
Key Skills And Experience
Must have:
- 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.
Good to have:
- 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.
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 .
