Technical Customer Advocate

This role involves delivering expert-level support and consultation on Nokias Network Management Systems (NMS) for NI-led projects. The candidate will guide customers on configuration, integration, and best practices, while resolving technical issues in collaboration with TAC and solution architects. Responsibilities include documentation, cross-functional coordination, and occasional travel to customer sites. The position demands strong technical knowledge across IP/MPLS, SDN, OSS, and optical networking, along with excellent communication and problem-solving skills.

You have:

• Proven experience in consulting and delivering professional services directly to external customers, with strong interpersonal and presentation skills.
• Solid understanding of Network Management Systems (NMS) concepts and protocols including FCAPS, PCEP, NETCONF/YANG, SNMP, HTTP/SOAP, JMS, and REST.
• In-depth knowledge of IP/MPLS networking and protocols such as IPv4/IPv6, BGP, ISIS, OSPF, MPLS (RSVP-TE, LDP), L2/L3 VPN, QoS, and network security.
• Familiarity with Optical Transport Networking technologies including WDM, OTN, gMPLS, and Add-Drop Multiplexing.
• Hands-on experience with Software Defined Networking (SDN), SD-WAN, and automation frameworks.
• Exposure to Service Assurance, OAM testing, and reporting methodologies.
• Understanding of Big Data/Analytics, Virtualized Network Functions (VNFs), Cloud Computing platforms, and multi-vendor OSS integration.
• Energetic and adaptable with a make it happen attitude, excellent communication skills, and the ability to thrive in fast-paced, dynamic environments.

• Provide tailored NMS solutions and fixes to customers for NI-led projects, ensuring timely and effective resolution of technical issues.
• Conduct NMS consultation workshops to enhance customer understanding and experience of the product.
• Offer expert guidance on NMS application configuration and utilization, aligning with project-specific requirements and industry best practices.
• Collaborate with customers to discuss and deliver High-Level Design (HLD), configuration, operational, and test documentation as needed.
• Demonstrate strong understanding of NMS integration with third-party OSS platforms and other Nokia Network Management Systems.
• Maintain and update customer-facing and TAC handover documents and templates to ensure continuity and future reference.
• Work closely with TAC, Solution Architects, and customers to troubleshoot and resolve NMS-related issues efficiently.
• Assist customers in raising TAC cases and ensure follow-through with TAC/R&D until resolution and Root Cause Analysis (RCA) is completed.
• May lead cross-functional teams with manageable risks and resource requirements.
• Be available for short-term travel to customer premises or installation sites.
• Willingness to work night hours when required for issue resolution or system upgrades.