Case Handling Specialist

Job Description

Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work. The team youll be part of Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN).We are extending the support on Bare metal hardware which includes Nokia Airframe data centres and NCIR which is the platform and having end to end responsibility to extend the support on the opened Salesforce tickets including the Trouble resolution and Emergency ticket support. What you will learn and contribute to Are you passionate about solving problems As part of our team, you will:
• Bachelors or Masters degree in Electronics & Communications, Computer Science or related field.
• 8-10 years of experience in Managing care teams involved in supporting complex telecommunication solutions.
• Proven team player & ability to communicate to team members at all levels
• Ability to manage crisis which is technical & non-technical.
• Flexible to work during odd hours and travel at short notice on need basis.
• Flexible to be relocated as per the management requirement at any place in the country.
Your skills and experience You have:
• Knowledge of LTE call flow , Nokia internal Tools like MACTTI , EMIL , BTSLOG , PAT Tool .
• Need to involve in new products like NCIR , Cloud BTS ,BTSMed
Nokia Case Handling Tool experience is additional advantage
• • Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
  • Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
  • Provides training to less experienced personnel.
  • Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
  • Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level. Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
  • Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
  • Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
  • Creates advanced and reuses knowledge management articles.
  • Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
  • Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
  • Provides SW support to service delivery teams, as needed.
  • Records time tracking accurately.
  • Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
  • Knowledge Management, Service Excellence, Trouble Resolution and Case Handling, Software Change, Communication and Public Speaking
  • Care Fault Management and Troubleshooting understanding.
  • Should be open to work in night shifts (24/7 support)
  • Willing to work in Nam business hours which is Night time as per Indian Time zone.
  • Engineer should be ready to work on customer specific time zones (Ready to work in NAM time zone) and business days.
  • Engineer should have excellent communications skills and should be able to handle conference bridges as and when needed.
What we offer Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered. Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality:
• One of the World s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
• LGBT+ equality & best place to work by HRC Foundation
At Nokia, we act inclusively and respect the uniqueness of people. Nokia s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.Join us and be part of a company where you will feel included and empowered to succeed.Additional Information,

Keyskills :
call flowservice leveltime trackingaccess networkscustomer servicecomputer scienceservice deliveryfault managementanalytical skillswireless mobilityservice excellence