Job
Description
Role Overview: As the E2E Care Technical Lead at Nokia, your mission is to ensure customer network availability by taking ownership of the solution in the assigned customer(s). You must possess strong technical skills in the Nokia CNS portfolio (CN and BA) and have the necessary knowledge of solutions, designs, and customizations of a customer's network. Your role involves ensuring that care technical processes are followed and well-documented to maintain network stability and performance. Additionally, you will support internal peers and the Customer Care Manager as the primary interface for technical issues during care phase operations. Key Responsibilities: - 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. Qualifications Required: - A graduate/postgraduate or equivalent degree with 15+ years in the wireless telecom industry, including 6+ years in customer support with experience in 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.) Additional Details: N/A Role Overview: As the E2E Care Technical Lead at Nokia, your mission is to ensure customer network availability by taking ownership of the solution in the assigned customer(s). You must possess strong technical skills in the Nokia CNS portfolio (CN and BA) and have the necessary knowledge of solutions, designs, and customizations of a customer's network. Your role involves ensuring that care technical processes are followed and well-documented to maintain network stability and performance. Additionally, you will support internal peers and the Customer Care Manager as the primary interface for technical issues during care phase operations. Key Responsibilities: - 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. Qualifications Required: - A graduate/postgraduate or equivalent degree with 15+ years in the wireless telecom industry, including 6+ years in customer support with experience in 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
