Case Handling Engineer

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 Cloud & Network ServicesCloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.Job DescriptionCare (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions. The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes.We are seeking for SBC technical support Engineer to be employed in CNS CN Global Care and will be located in India or China. He/She is expected to understand the VoLTE and SBC solution and Operating Systems (, like UNIX and Linux). The primary function is to utilize this knowledge to solve customer network issues. Job Responsibilities & Competencies

• Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on issues of IMS/VoLTE solutions & products reported by customers.
• Provide in depth investigation of critical escalated issues, outage recovery support and root cause analysis together with up level support team and R&D
• Use and apply Technical Support processes, policies& tools documentation (EIF**, KMS*** ). Contribute to their continuous improvement.
• Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
• Create and maintain customer relationship on a day-to-day basis, e.g., communication, information gathering, operational review, escalation and reporting. Provide appropriate follow-up to customers.
• Engage additional support level within a predefined time frame and collaborate with them, as needed, in order to resolve the issues.
• Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities. Ensure time tracking accuracy for cost charging purposes.
• Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process.
• Use the knowledge management tool by searching/creating/updating articles. Proactively share knowledge.
• Participate in the 24*7*365 Technical On Call Duty
• Willing to work out of business hours if required (maintenance windows / hotline)

Qualifications

• Bachelors and/or Masters degree in Computer Sciences, Computer Engineering, Electrical & Electronics Engineering, Telecommunications or equivalent.
• Advanced level of English language skills.
• Experience and knowledge on some of following VoLTE/Border areas is strongly preferred: (e.g. IMS CSCF, IMS HSS, DNS, IMS MRF, Application Server, MG, MGC, SBC, etc.)
• Having working knowledge on the following protocols, interfaces, platforms and technologies is preferred: 3GPP, 3GPP2, SIP, SS7, ANSI-41, H248, Diameter ENUM, RTP, DNS, and IP routing
• Ability to work under pressure and with strict deadlines
• Strong communications skills to interact with customers and internal organizations (like project management, solution team, Technical support, R&D etc.)
• Self-driven, independent and passionate with a strong sense of ownership

Imagine 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 :
network servicestime trackingcore networkkey performance indicatorsip routingglobal servicesroot cause analysisroot causeservice deliverycustomer support