Customer Technical Advocate (CTA)

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.