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CUSTOMER TECHNICAL SUPPORT

4.00 to 5.00 Years   Noida   12 Oct, 2021
Nokia Solutions and Networks India Pvt Ltd
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaTechnical Support / Helpdesk,Sales / BD
EmploymentTypeFull-time

Job Description

About NokiaWe create the critical networks and technologies to bring together the world s intelligence, across businesses, cities, supply chains and societies. With our commitment to innovation and technology leadership, driven by the award-winning Nokia Bell Labs, we deliver networks at the limits of science across mobile, infrastructure, cloud, and enabling technologies. Adhering to the highest standards of integrity and security, we help build the capabilities we need for a more productive, sustainable and inclusive world.Job DescriptionWithin the CNS BA S&C Digital Business department, responsible for Care Support delivery, we are looking for a Technical Care Specialist Policy&Charging. CNS BA S&C Digital Business Care Support provides Technical Support RTS for Multi-Technology and Multi-Vendor networks, using industrialized processes and tools. This role is fully accountable for the delivery of CNS BA S&C Digital Business Maintenance Operations for our Global customer base. Target is to meet or exceed contracted Service Levels, Key Performance Indicators and productivity targets. The candidate is responsible to handle and resolve customer tickets. The candidate could also become the SPOC for one or more customers managed by her/his organization. Job Responsibilities & Competencies

  • Accountable for delivering all Care Support services within the organization s scope, consistent with standardized processes and metrics
  • Incident Restoration, after escalation from the Global Welcome Centers
  • Problem Resolution
  • Preventive Maintenance
  • Disaster Recovery
  • Accountable for ensuring prompt escalation and notification of major network faults and customer faults, as per guidelines.
  • Accountable for ensuring prompt and regular feedback to customers in relation to on-going issues
  • Accountable for effective Care Support services process compliance and process execution
  • Responsible for operational data quality, accuracy and completeness and initiatives to improve the management of operational data
  • Ensures Environmental, Health and Safety guidelines and company policies are followed to ensure safety and well-being of self
  • Ensures customer and company directives are properly executed by enforcing local procedures
  • Interfaces with 3rd parties, contractors and suppliers whose services contribute to the delivery of Care Support services in order to ensure outstanding collaboration
Qualifications
  • Masters or Bachelors degree in Computer Science or Engineering
  • Strong debugging and troubleshooting skills
  • Java, Diameter, Linux knowledge mandatory
  • Ability to create shell scripting
  • Expertise in SurePay SPS-C NCC Product or ability to learn SPS product quickly.
  • Ability to review the trace and log files
  • Ability to work under pressure and be able to resolve outages quickly
  • Candidate should be willing to work during Canada/India/China working hours
  • At least 4+ years of experience in Technical Support (supporting products running on unix server and databases)
  • Communication skills to clearly articulate the problem, root cause, solution etc.
  • 24 x 7 on-duty operations (24 x 7 availability is required)
  • Availability to travel for short/medium period of time
  • Fluency in English (both oral and written)
Working with us, you will have a positive impact on people s lives and help to overcome some of the world s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves.Additional Information,

Keyskills :
technical supportcomputer scienceroot causekey performance indicatorsservice levelsdata qualitysupport servicesprocess compliancetechnology leadership

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