Family Description
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
Subfamily Description
Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
Impact
Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.
Scope Contribution
Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.
Innovation
Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.
Communication
Works to influence others to accept job function s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset
Knowledge Experience
Typically requires 8-10 years of relevant experience covering below and an engineering graduate equivalent (or higher) degree.
Technical Skills
- Excellent knowledge and understanding of telecom network and elements.
- Experience in delivering services of large scale MS operations and preventative maintenance, with 5+ years in a customer facing role
- Broad working knowledge of Multivendor technologies including Volte, CS/PS Core, RAN (2G/3G/4G/5G), Transmission MW/DWDM and IP.
- Able to drive E2E incident in network
- Having exposure in remote delivery and field team interactions in troubleshooting and configuration
- Ability to resolve remotely and guide teams on bridge/ground.
- Experience as Operations Delivery role in wholesale business on a major telecommunications operator is an advantage.
- Identify service issues, driving improvements through the delivery organizations
- 24X7 availability for team and client.
Behavioral Skills
- Excellent written and verbal communication Skills in English.
- Strong interpersonal skills ability to influence and motivate the team.
- Business Acumen and.
- ITIL knowledge with a focus on Incident, Change, Problem and Performance Management
- Good Documentation Skills, able create, review and update technical data in database and good presentation skills
- Should be able to work during off hours as required.
- Ability to work in a fast-paced, technical, cross-functional environment
- Driving telecom network and elements.
- Delivering services of large-scale MS operations, with 5+ years in a customer facing role
- Working in Multivendor technologies including Volte, CS/PS Core, RAN (2G/3G/4G/5G), Transmission MW/DWDM and IP.
- Driving E2E incident in network
- Collaborate with Care Technical Manager, Delivery Technical team, Regional SME, Customer for technical issues.
- Should be able to bridge the communication between Technical troubleshooting and incidents/issue updates to higher management.
- Managing remote delivery and field team interactions in troubleshooting and configuration
- Understand customer requirements and act accordingly in shortest possible time.
- Interaction with other cross functional domain like BO, Finance, Automation and Pre-sales team.
- Driving trouble tickets life cycle and successful closure of tickets to achieve SLA.
- Ability to resolve remotely and guide teams on bridge/ground.
- Driving transformation/improvement programs
- Experience as Operations Delivery role in wholesale business on a major telecommunications operator is an advantage.
- Identify service issues, driving improvements through the delivery organizations
- 24X7 availability for team and client.