Lead Technical Specialist (Care)

The Cloud & Network Services (CNS) business group acts as an innovation engine for Nokia, spearheading the future of transformational businesses like SaaS, Enterprise Campus Edge and Network as Code while delivering software-driven, market-leading solutions in 5G core, autonomous operations, security, monetization and analytics. Nokia calls us to help grow the CSP business faster than the market and drive double-digit growth in the enterprise business. We are laser-focused on improving our competitiveness through continuous investment in technology leadership.

This role is within out Customer Services (CS) area that 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.

The Architecture (ART) team covers the development of end-to-end solution architecture designed to meet specific needs and works as a part of a customer team. It contains the definition of an architecture which comprises an integration design and specification of products and / or services which makeup the solution.

You have:

• Bachelors degree or equivalent experience
• 14+ years of experience with demonstrated passion and achievement for technology in the areas described below and customer satisfaction
• Strong knowledge in fundamentals including Networking, OS concepts, Virtualization, Security, etc.
• Worked on Microservices Containers (Kubernetes/Docker, CKA is an advantage)
• Worked on Areas of Telecommunication networking (Core/Access) and know the 5G architecture
• Worked on Networking and Cybersecurity (TCP/IP v4/v6, Firewalls/iptables, worked on any cybersecurity related solutions like Endpoint Security, Azure Sentinel is an advantage)
• Design, Implement and Maintain Cloud infrastructure and services OR Knowledge onCloud Concepts (Azure,XaaS etc.., worked on any Public Cloud is an advantage)
• Skills & Behaviours: Self-driven, strong communication skills, able to lead and drive the customer troubleshooting calls

It would be nice if you also had:

• Azure or any public cloud certifications
• Knowledge on IaaS (e.g:- Openstack, RH OCP is an advantage) , Virtualisation (e.g:- vSphere/vCloud) and Software Defined Networking (SDN e.g:- nuage, Openflow)
• Scripting & Automation: writing scripts and implement automation using languages like Bash, Python, or PowerShell

• Be the face of Nokia and Create greatcustomer experience
• Provide Technical leadership and guidance to a team of support engineers on Technology, Products, Troubleshooting, Process and Tools
• Work as SME to provide L3 Technical Support on Nokias products and actively participate in 24x7 production support
• Contribute withimprovement ideas, Improve your knowledge and Help other team members to succeed
• Debugging of problems: identifying and viewing logs, troubleshooting complex issues involving E2E analysis
• Regular update of Case Handling tools (SF/Jira), follow-up with R&D & frequent communication towards customer on escalated topics
• Ensure documentation and implementation of best practices / learnings
• Be able to work in different time-zones based on support requirement
• bring experience in maintain monitoring and alerting solutions for applications. Troubleshoot performance issues and optimize system performance.
• Ensure contractual SLA and KPI are well tracked and protected within Targets