Nokia
Senior Technical Care Specialist
This job is now closed
Job Description
- Req#: 10927
- Customer Centric approach and Interface to the customers and CTs for Care Cases.
- E2E case ownership with regular Governance with CTs.
- Collaboration with L3 and Market teams.
- Perform initial diagnosis of incidents and find solutions through knowledge reuse.
- Perform Log collection, health check and Facilitate troubleshooting sessions between Customer & L3.
- Care delivery and Performance Management.
- Participate in Weekly case review meetings with Market & L3.
- 24x7 Critical Incident Support .
- Work in NAM Timezone.
- E2E ownership for Delivery To Care process.
- Kubernetes/OpenShift development/testing/support expertise , (or) CNF Support/Deployment Expertise (or) Openstack Support/Development/testing expertise
- Linux Level-3 Expertise
- Basic Level-2 Networking Expertise.
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.
Qualifications
Primary Job Responsibilities:
Technical Skills:
Years of Exp: 12 - 15 years and relevant Cloud experience to 5 plus years
Availability of Support: On-Call/EME Support: 24*7 , Night shift support.
Responsibilities
• Interprets internal and external business challenges and recommends best practices to improve products, processes and services.
• Has in-depth organisational and relevant market knowledge and uses understanding on how relevant areas can be integrated to achieve objectives.
• Solves complex problems based on sophisticated analytical thought and complex judgment.
• Contributes to development of concepts to determine professional direction of own organisational unit.
• Acts as a subject matter expert leader for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
• Interacts with customer for complex cases, providing workarounds, etc.
• Ensures SLAs are met for escalated cases.
• Leads the Root Causes Analysis (RCA) analysis and report creation.
• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.
• Leads and supports technical activities in early product phases (releases, pilots, trials and early projects).
• Promotes, creates and approves knowledge articles (author, reviewer, approver, coach).
• Provides customer and internal technical training or consultancy.
• Performs system level product competence training and knowledge transfer across teams.
• Reviews technical documentation and specifies features for supportability and maintainability.
• Works in customer and 3rd party interface (communications, partnering).
About the company
Nokia’s transition to a primary focus on telecommunications began in the 1990s. The first GSM call was made in 1991 using Nokia equipment. Rapid success in the mobile phone sector allowed Nokia to become by 1998, the best-selling mobile phone brand in the world. In 2003 Nokia introduced the first camera phone. In 2011, to address increasing competition from iOS and Android operating systems, Nokia entered into a strategic partnership with Microsoft. In 2014 Nokia sold its mobile and devices division to Microsoft. The creation of Nokia Networks, following the buy-out of joint-venture partner Siemens in 2013, laid the foundation for Nokia’s transformation into primarily a network hardware and software provider. The 2015 acquisition of Franco-American telecommunications equipment provider Alcatel-Lucent greatly broadened the scope of Nokia’s portfolio and customer base. Additional acquisitions have positioned Nokia to be an industry leader in the transition to 5G wireless technology by offering the only end-to-end 5G network portfolio available on a global basis. In 2016 the Nokia brand re-entered the mobile handset market through a licensing agreement with HMD Global, allowing them to offer phones under the Nokia brand.