Customer Care Technical Lead

As a Customer Care Technical Lead (CCTL) at Nokia, you will be the pivotal technical liaison between our customers and the Nokia Care organization, ensuring seamless communication and resolution of complex technical issues. You will collaborate closely with the Customer Care Lead (CCL) and delivery teams, advocating for customer interests and driving the technical aspects of service delivery. This role is situated within a passionate team committed to customer satisfaction, where innovation and problem-solving are highly encouraged. In this fast-paced, dynamic environment, you will take charge during critical incident management, providing expert guidance and strategic insights to enhance network performance and reliability. As a leader, you will empower your team, fostering a culture of collaboration and knowledge sharing while navigating the exciting challenges of next-generation telecommunications technology.

• Technical Interface & Advocacy: Acting as the primary technical liaison between customers and Nokia support, serving as an end-to-end technical advocate during incident management (including critical outages), and supporting the Customer Care Lead (CCL).
• Network Management & Guidance: Maintaining customer network documentation, providing technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solving complex problems.
• Communication & Compliance: Delivering customer-facing communications on operational and technical issues, making recommendations based on technical notes, ensuring SLA compliance and KPI quality, and following up on tickets.
• Process Adherence & Improvement: Ensuring disaster recovery procedures are in place, adhering to change management processes, providing technical guidance for upgrades, driving automation, contributing to Design for Serviceability, and fostering knowledge management.
• Resource & Project Management: Validating technical task workloads, managing resource allocation, supporting Delivery to Care handovers, and providing 24x7 emergency support.

You Have:

• Education & Experience: A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred. 8+ years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities.
• Technical Expertise (Core Network & Protocols): Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud). Proficiency in network management and monitoring tools.
• Cloud & Virtualization: Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm). Experience with Linux & Windows, including scripting (shell, Python). Knowledge of DevOps and CI/CD methodologies.
• Customer Support & Soft Skills: Strong leadership, interpersonal, and team/vendor management skills. Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on-call rotations. Experience managing escalations and coordinating resources across cross-functional teams. Excellent written and spoken English communication skills, with the ability to convey complex technical ideas.
• Tools & Methodologies: Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes. Proficiency in Microsoft Office applications (Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams).

It would be nice if you also had:

• Financial literacy, encompassing the ability to interpret financial statements, perform financial analysis, create budgets, and efficiently manage operational costs.

About Nokia

Join us in creating the technology that helps the world act together.

We are a B2B technology innovation leader, pioneering networks that sense, think and act, putting the world's people, machines and devices in sync to create a more sustainable, productive and accessible future.

Learn more about life at Nokia.

About the Business Group

In Cloud and Network Services, as Nokia's 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.

Our recruitment process

We act inclusively and respect the uniqueness of people. Our 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.

If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

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