CUSTOMER TECHNICAL SUPPORT

Job Description

About NokiaAt Nokia we create the technology to connect the world. Developing and delivering the industrys only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.About Nokia SoftwareNokia Software is the leading solutions provider in the telecoms software market helping to drive large-scale service and network operations automation and digital business transformation in support of customer migrations to 5G. Built on Nokia s cloud-native Common Software Foundation (CSF), Nokia s multi-vendor and multi-network software solutions enrich and secure user experiences; automate operations and infrastructure; and enable new revenue streams and cost efficiencies.Job DescriptionNSW A&SC CARE Delivery provides Incident Management function to drive customer outages and emergencies end to end. This team is fully accountable and responsible to ensure outages/EMEs are restored within SLA at the same time following all the internal processes, tools and communication. This role involves ensuring the correctness and readiness of all tools, processes, internal reports, dashboards & communication involved within the incident management team.Job Responsibilities & CompetenciesDrive outages and restore the services in synchronization with the customer, partners and Technical Support Operations.Resolve incidents within defined time period, and escalate unresolved incidents to Technical Support Operations, Outside Equipment Manufacturer (OEM), third-party providers, etc.Manage the communication during incidents, for ongoing tickets or when requested.Produce Incident Reports, conduct RCA analyze and Lesson Learned.Reviewing and auditing the process, ensure team compliance to processes.Producing management information, including KPIs and reports using management tools.Monitoring the effectiveness of incident management and making recommendations for improvement and actions tracking.Driving, developing, managing and maintaining the major incident process and associated procedures.On call duty for out of hours incidents.Provide inputs for the product quality assessment and process improvements.QualificationsEducation/Experience:5+ years of experience with Bachelor s degree in any engineering fieldRequired Competencies:Fluency in English (both oral and written)Customer service skillsAbility to excel when under pressureCulturally adaptable and flexible;Analytical skillsSelf MotivatedTeam focusedDesired Competencies:UNIX, Linux OSExperience in Microsoft office tools.JavaScript, Python, shell scripting understandingUnderstanding of Network Management function in the networkCOMPETENCIES- Customer Focus- Adaptability- Manage Execution- Foster Open Communication- Search to Learn ContinuouslySKILLS- Communication- Products- Networks- Team Management- Customer Relationships- Project ManagementImagine creating technology that has the potential to change the world. 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. Come create the technology to connect the world.,

Keyskills :
shell scriptingproduct qualitycustomer servicemicrosoft officetechnical supportsoftware solutionsnetwork operationsnetwork managementincident managementdata synchronizationslarcaunixcarelinuxexcelpython