Urgent candidates for Technical Care Specialist SON

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).Ours is the Technical Support function for the Network Management & Self-Organizing Networks (NMSON) products and solutions within the Global Services Delivery in Software Services stream.We are the expert technical interface between Nokia customers, Nokia Services Project-Delivery and R&D teams. Our responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field SON software and hardware issues. We resolve simple and complex customer technical issues either on-site or via telephone, chat applications or other remote applications.Research customer technical issues in a timely manner and follow up directly with the customer with recommendations and action plans.Escalation of cases to R&D is available when the problem is either a SW Bug or too complex or falls out of your specific area of expertise.To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills, and be someone who embraces challenges.What you will learn and contribute to Are you passionate about solving problems As part of our team, you will:
• Plan and perform technical activities to service the customer and brings next-level expertise to customer network on need basis.
• Plan and execute technical tasks requiring specialist skills in own professional area.
• Work independently with the responsibility for solving customer request cases (complex ones or potential-bugs) and reporting according to processes.
• Identify and solve complext technical problems not resolvable by customer-facing care engineer. Share knowledge in own professional area.
• to be Flexible to extend next-level support to the emergency/outages handled by 24/7 duty ROTA engineers.
• Create and Review new Knowledge-Base articles to document solutions for reuse
• Provide feedback to technical support and development teams on new product features/ enhancements
• Participate in technical communications within the Care team to share best practices and learn about new technologies and complementary applications
• Escalate Cases further to R&D, PLM and various stakeholders and governance of the same to arrest the increasing backlogs
• Understand the customer concerns and build / contribute to focus programs to resolve the customer-escalations
• Expand your personal knowledge horizon into new areas of technical expertise.
• Attend knowledge/training sessions, complete lab projects, complete online training content, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
Your skills and experience You have:
• More than 12 years of experience in telecom domain
• Candidate having prior product knowledge and work-experience on SON & NETACT is most desirable
• Extensive experience working on SON optimisation using ANR, 5G & Mobility Robustness algorithms
• Strong hands-on experience of the following protocols and applications:
  • Linux/Unix (including troubleshooting of Linux/Unix software applications),
  • TCP/IP Networking,
  • 3GPP Wireless protocols (GSM, UMTS, LTE) including 5G,
  • Web based applications and architecture,
  • Virtualization (VMware)
• Hands on with Databases (MySQL/PostGres and Redis etc), Python, Shell Scripts
• Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker)
• Networking & system level troubleshooting
• Excellent interpersonal communication and customer service skills are required in order to work successfully with customers and R&D in high stress and/or ambiguous situations
• Excellent influencing & conflict resolution skills
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
It would be nice if you also had:
• 2G/3G/4G/5G network design/troubleshooting
• 5+ years of experience in data storage, networking, system administration or technical support in SON
• Experience with Radio Access Network equipment and OSSs from Ericsson, Nokia, Alcatel Lucent, Huawei
• NPO knowledge and experience
• Analysis of wireless network key performance indicators (KPIs)
• Java or Python development experience is added advance
• Working knowledge on Ansible Automation platform
• Working experience in Dockers, Containers and Cloud-Native environments will be added advantage
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 :
key performance indicatorsproblem solvingaccess networksglobal servicescustomer servicetechnical supportsoftware serviceswireless mobility