E2E Care Technical Lead

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.

• 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 customers 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

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.).