VoLTE Care Technical Manager

Job Description

As part of our team, you will:
• Experience on project roll-out/SW upgrade activities & troubleshooting skills for VoLTE products such as NTAS, CFX-5K,SBC,MSS,MGW and Cloud products.
• Participate in special projects (e.g. customer pilots and task forces)
• Handle escalation management and product support practice development activities for VoLTE products
• Solving problems in Multi Domain & Multi-Vendor Architecture
• Ensures and monitors that Care contractual commitments are met and maintained, regularly reviewed and agreed with customer.
• Acts as primary interface towards the Customer for activities and issues related to the scope of owned Care contract(s), even including customer complaints, corrective actions and changing requirements.
• Responsible for delivery of the solution/transition to CARE phase
• Manages the Customer s expectations during high visibility Outages or severe incidents, outside of the Outage bridge, being the primary interface between the Customer Executives and Nokia Executive teams. Represents the customer within Nokia while ensuring accurate and regular communication flow at operation and executive levels.
• Builds Customer intimacy and trust, contributing to identification and creation of up-selling opportunities
• Contributes to pre-sales and sales/tendering processes into Care deals plan phase.
• Provides accurate financial forecast (Care direct costs, risk contingency) and financial internal reporting of owned Care contracts.
• Monitors and controls that the contract deliverables are provided within the approved budget, profitability forecast, planned scope and expected quality. Takes corrective actions for underperforming contracts.
• Leads Care contract lifecycle, ensuring proper and timely: 1/ contract handover from Sales and/or Delivery to Care phase, 2/ care delivery team readiness (even including 3rd party support services), 3/ contract renewal (or extension) and closure.
• Prepares and executes an effective communication plan to customer and to all relevant internal stakeholders. Ensures proactive communication of relevant information for set-up and continuity of services (e.g. Care plan, End of Life / End of Services and retrofits).
• Contributes to the agreed support processes (i.e. approves, tailors and communicates customer outages reports; triggers management escalation process; may take the lead in customer communication in case of severe incidents and outages).
• Participate / Conduct Care Governance meeting with Customer/ MS / other Internal Stakeholders as and when required.
• Coordinate with Solution team on finalisation of New Version Upgrade, keeping Network ecosystem in view and provide necessary FNI to concern team
Your skills and experience
• You have:
• This role requires 10+ years of experience on VolTE elements of Nokia from Integration, troubleshooting & Customer handling capabilities.
• In-depth experience on project roll-out/SW upgrade activities & troubleshooting skills for VoLTE/3G products such as NTAS, MSS,MGW,CFX-5000,SBC&Cloud products.
• Participating in special projects (e.g., customer pilots and task forces)
• 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
• Handling of escalation management and product support practice development activities for VoLTE & Cloud products
• Familiar with VoLTE & PaCo networks and related interfaces.
• Nokia Internal or External Certifications on SDM , VoLTE products , Cloud will be preferred
• IP networks knowledge including basic IP configuration and troubleshooting skills
• Should be familiar with all troubleshooting tools.
• BE/B.Tech from reputed institution
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Keyskills :
project managementjavacustomer relationsagiledelivery