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Customer Technical Advocate (CTA)

10-15 years

Gurgaon / Gurugram

Customer Technical Advocate (CTA)

Nokia

posted 29d ago

Job Role Insights

Flexible timing

Job Description

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests.

Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.


  • Knowledge of Virtualized Network Functions and Cloud Computing concepts and platforms such as OpenStack, VMWare, and hypervisor technology.
  • Knowledge of Fixed Access Systems: xPON, FTTx CPE Wifi6, FWA and IP concepts
  • Knowledge of Software Defined Networking, SDAN and automation
  • Experience with Service Assurance, OAM Testing & Reporting
  • Strong in issue analysis, RCA, and risk reporting.
  • Proficient in network and change management, and software upgrades.
  • Python scripting will be added advantage.
  • Familiar with performance reporting for SLA/KPI.
  • Bachelor's degree in Telecommunications, Computer Science, or a related field.
  • Minimum of 10-15 years of experience in a technical and managerial role within the telecom industry.
  • Proven track record of managing technical escalations and customer relationships.
  • Certifications in relevant telecom technologies or project management (e.g., PMP, ITIL) are a plus.
  • Work and manage overall technical relationship with customer and internal service, delivery & R&D teams. Acts as a vital bridge between customers and internal teams, ensuring seamless technical communication and collaboration.
  • Analyse technical problems, communicates them to customers for clarity, escalates unresolved issues to the backend team for in-depth investigation.
  • Managing difficult situations, conflict resolutions & Providing customer communication regarding operational issue.
  • Provide proactive risk reports, suggest improvement initiatives, and implement corrective actions for non-compliance.
  • Work closely with the global team and with Product Line Management to enhance service delivery, best practices and the overall customer experience
  • Regularly review with customers to resolve critical issues, managing them technically with TSO team support.
  • Support delivery teams technically and participate in governance/operational meetings with the customer.
  • Identify business opportunities and support the sales and business development team.
  • Manage network upgrade and retrofit preparation and execution, ensuring proper communication with the customer.

Employment Type: Full Time, Permanent

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Top Nokia Technician Interview Questions

Q1. How could you solve problem of customer without customer care help?
Q2. What is Stack? What are the applications of Stack? Fibonacci Series code.
Q3. IMS call flow in depth. SIP call flow in depth sip header/body. Questions was from SDM like architecture etc.. 5G architecture call flow etc ... read more
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What people at Nokia are saying

3.8
 Rating based on 7 Technician reviews

Likes

I like this company

  • Company culture - Good
Dislikes

I hope the Jeddah management was only not good.

  • Job security - Bad
  • +1 more
Read 7 Technician reviews

Technician salary at Nokia

reported by 13 employees with 1-14 years exp.
₹1.1 L/yr - ₹7.2 L/yr
34% more than the average Technician Salary in India
View more details

What Nokia employees are saying about work life

based on 2.4k employees
76%
66%
59%
95%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Nokia Benefits

Submitted by Company
Global ‘New Child Leave’ Policy
Global Life Insurance
Cafeteria
Submitted by Employees
Job Training
Health Insurance
Soft Skill Training
Work From Home
Free Transport
Cafeteria +6 more
View more benefits

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Nokia Gurgaon / Gurugram Office Locations

View all
Gurugram Office
Nokia India Private Limited, 6F, 5th Floor. Tower A,, DLF Cyber Greens, DLF Cyber City, DLF Phase 2, Sector 24 Gurugram
Haryana 122002
Gurgaon Office
7th Floor, Building 9A, DLF Cyber city Phase III Gurgaon
122 002

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