Customer Technical Project Manager

How You Will Contribute And What You Will Learn

• Serve as the primary technical interface between the customer and Nokia support teams, providing end-to-end technical leadership and ensuring customer satisfaction in collaboration with the Customer Care Manager.
• Maintain an in-depth understanding of the customer’s network architecture, solutions, and customizations, ensuring up-to-date documentation and guiding complex technical scenarios to ensure stability and performance.
• Advocate for the customer during critical incidents, driving timely resolutions, presenting RCA reports to executive stakeholders, and ensuring 24x7 technical support for urgent issues.
• Ensure SLA compliance and KPI quality performance, proactively managing change processes, software lifecycle management, and disaster recovery readiness.
• Collaborate cross-functionally with Delivery, Support, and Care Program teams to align technical priorities, manage escalations, and ensure a smooth transition from Delivery to Care phases.
• Provide expert technical guidance for hardware/software upgrades, live network interventions, and network optimization, leveraging automation tools and serviceability best practices.
• Monitor and manage network capacity, licenses, and resources, validating workload forecasts and ensuring the right technical expertise is available for seamless network operations.
  

Key Skills And Experience

Must have:

• A graduate/ post graduate or equivalent degree with 15 + years in the industry Wireless Telecom Experience, 6+ years in customer support, utilizing helpdesk tools and participating in 24x7 on-call support.
• In-depth knowledge of 3GPP standards, 3G/4G/5G protocols, call flows, TCP/IP, network security, and core network functions.
• SDM, IMS & Packet Core Proficiency- Extensive experience with Nokia Packet, SDM, IMS & 5G Core network elements (HLR, HSS, CSD, NPC, MME, SAEGW, etc.)
  

Good to have:

• Working experience with Cloud Native, VNF/CNF, Microservices, OpenStack, Containers, Docker, Kubernetes (K8s), and Helm.
• Proficiency in scripting languages (Python, UNIX, Bash) and Microsoft Office applications (Excel, PowerPoint, Power BI, Teams, etc.).
  

About Us

Advancing connectivity to secure a brighter world.

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