Case Handling Specialist

Job Description

About NokiaAt Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world. Watch our video to discover how we create meaningful interactions to drive human progress. About Mobile NetworksMobile Networks, which includes mobile network products, network deployment and technical support services, and related network management. This business group will offer the full portfolio for customers wanting to buy mobile access networks. It target leadership in key technologies such as 5G, ORAN and vRAN.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.Job Responsibilities & CompetenciesIndependently works within broad guidelines and uses best practices and knowledge of internal or external business issues. Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements. Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected). Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level. Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution. Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups. Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool. Creates advanced and reuses knowledge management articles. Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement. Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed. Provides SW support to service delivery teams, as needed. Records time tracking accurately. Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates. Troubleshooting on SRAN,e-NB (SRAN/LTE)/g-NB (5G),OMS,BTSMED,etc and their interfaces & investigation to solve the problem according to SLA. Symptom saving, detailed traces,call flows & log file analysis of SRAN (LTE) /5G. SRAN/LTE/5G Tools, Log capturing and Troubleshooting. Supporting to the team on technical issues. E2E technical ownership on the customer issues. Implement to new SW rel. in customer lab and pilot sites and test the stability and the performance Learn/Test the new features and support in pilot troubleshooting/cases/EME. Troubleshooting the system issues and performance issues (EMIL, BIP, MACTII, etc.) Good Hands on required tools (Web EM, RAIN, EMIL tools, etc). Good understanding of the parameters. Good understanding on Cloud Concepts (in 5G pov). Deep (L4) expertise on analysing the traces and identifying the issues/cause/RCA and providing solutions Work with Experts/R&D for the reported SW issues to get the corrections Particiate in the customer meetings to present the technical issues Joint troubleshooting with customer and differen vendors based on the need. Providing MW support to customers to resolve the reported issues. Good understanding on system architecture. Knowldge on different SRAN/5G features. EME Support by particiating in 24X7 rota & Outage Handling.QualificationsTechnical Skills: L3+ level in SRAN (LTE)/5G Technology. Soft Skills: Excellent in communication skills, Presentation skills, learning agility, Customer oriented. Qualification: Bachelors or Masters degree in Telecom or related field. Reuirements: Minimum 7 to 10 Years Telecom experience with good Nokia product exp. Flexible to support in different time zones/ shifts.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 technology that helps the world act together.Additional Information, About NokiaAt Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world. Watch our video to discover how we create meaningful interactions to drive human progress. About Mobile NetworksMobile Networks, which includes mobile network products, network deployment and technical support services, and related network management. This business group will offer the full portfolio for customers wanting to buy mobile access networks. It target leadership in key technologies such as 5G, ORAN and vRAN.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.Job Responsibilities & CompetenciesIndependently works within broad guidelines and uses best practices and knowledge of internal or external business issues. Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements. Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected). Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level. Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution. Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups. Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool. Creates advanced and reuses knowledge management articles. Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement. Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed. Provides SW support to service delivery teams, as needed. Records time tracking accurately. Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates. Troubleshooting on SRAN,e-NB (SRAN/LTE)/g-NB (5G),OMS,BTSMED,etc and their interfaces & investigation to solve the problem according to SLA. Symptom saving, detailed traces,call flows & log file analysis of SRAN (LTE) /5G. SRAN/LTE/5G Tools, Log capturing and Troubleshooting. Supporting to the team on technical issues. E2E technical ownership on the customer issues. Implement to new SW rel. in customer lab and pilot sites and test the stability and the performance Learn/Test the new features and support in pilot troubleshooting/cases/EME. Troubleshooting the system issues and performance issues (EMIL, BIP, MACTII, etc.) Good Hands on required tools (Web EM, RAIN, EMIL tools, etc). Good understanding of the parameters. Good understanding on Cloud Concepts (in 5G pov). Deep (L4) expertise on analysing the traces and identifying the issues/cause/RCA and providing solutions Work with Experts/R&D for the reported SW issues to get the corrections Particiate in the customer meetings to present the technical issues Joint troubleshooting with customer and differen vendors based on the need. Providing MW support to customers to resolve the reported issues. Good understanding on system architecture. Knowldge on different SRAN/5G features. EME Support by particiating in 24X7 rota & Outage Handling.QualificationsTechnical Skills: L3+ level in SRAN (LTE)/5G Technology. Soft Skills: Excellent in communication skills, Presentation skills, learning agility, Customer oriented. Qualification: Bachelors or Masters degree in Telecom or related field. Reuirements: Minimum 7 to 10 Years Telecom experience with good Nokia product exp. Flexible to support in different time zones/ shifts.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 technology that helps the world act together.Additional Information,

Keyskills :
service levelcustomer servicepreventive actionscustomer supportservice deliverytechnical supportnetwork deploymenttime trackingknowledge managementanalytical skillssupport servicespresentation skills