Care Technical Manager, IMS/Core

Job Description

Come create the technology that helps the world act togetherNokia 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 ofCloud 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.As Nokias growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.What you will learn and contribute toCare 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 Care Technical Manager supports within Care service delivery. He also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.Are you passionate about solving problems As part of our team, you will:
• Interpret internal and external business challenges and recommends best practices to improve products, processes and services.
• Solve complex problems based on sophisticated analytical thought and complex judgment.
• Act as a subject matter expert leader for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business
• Identify, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
• Lead and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
• Interact with customer for complex cases, providing workarounds, etc.
• Ensure SLAs are met for escalated cases.
Your skills and experienceYou have:
• This role requires 08-15 years of experience on Mobile Core, IMS, VoLTE , Cloud products . Integration, troubleshooting & Customer handling capabilities.
• In-depth experience on project roll-out/SW upgrade activities & troubleshooting skills for Core and IMS products like MSS, TAS, CFX and SBCs.
• Participating in special projects (e.g. customer pilots and task forces)
• Handling of escalation management and product support practice development activities for different products
• Familiar with VoLTE, Packet Core,SDM and Cloud products and related interfaces
• IP networks knowledge including basic IP configuration and troubleshooting skills
• Should be familiar with troubleshooting tools like wireshark etc.
It would be nice if you also had:
• Analytical and pro-active mindset and way of working
• Willingness to travel and experience about customer networks
• Team working skills
• Flexibility
• Open communication
• Desire to learn new things
• BE/B.Tech or equiv. from a reputed institution
What we offerNokia 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 employerNokia 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 succeedAdditional Information,

Keyskills :
agileproject managementdeliveryproduct supportjavafeature testingnetwork servicesip configuration