The E2E Care Technical Lead's mission is to ensure customer network availability, taking the ownership of the solution in the assigned customer(s). Must have strong technical skills of Nokia CNS portfolio (CN and BA) but holds the needed knowledge of the solutions, designs, and customizations of a customers network.This allows the detailed technical understanding to execute the job in accordance with the seniority required. Must ensure care technical processes are being followed, and well documented to secure the network stability and performance. Will support the internal peers and the Customer Care Manager acting as the primary interface in technical issues for customer during care phase operations.
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
About Nokia
Join us in creating the technology that helps the world act together.We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future.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 .
About The Team
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
