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Customer Operations Engineer

📁
Customer Services
💼
CNS Cloud and Network Services
📅
22000009FA Requisition #

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 you'll be part of

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.

Enterprise Solutions is a part of Nokia's newest business group Cloud and Network Services (CNS), we are one of the fastest growing units in Nokia and we have people working in virtual teams across the globe. Our business unit goal is to cater to Enterprise customers’ private wireless and industrial automation solutions needs.

As a world leader in private wireless technology, we currently provide over 420 large enterprise and public sector customers with our industrial automation solutions that offer value beyond connectivity. Our portfolio includes both ready to offer 4G and 5G private wireless network solutions and vertical-focused segment solutions - for example, in the transportation, energy, mining, and public sectors.

What you will learn and contribute to

We are looking for an experienced Cloud specialist to work in our Nokia Digital Automation Cloud (NDAC) Operations team. Work consists of NDAC Customer service Tier-3 operations, resolving Customer service requests within SLA terms, supporting our Customer´s while they are using their private LTE/5G networks, executing new software rollouts to our Customers in time (software updates/upgrades) and performing NDAC datacenter related operations, configurations, software updates and maintenance tasks as per the backlog.

You are accountable for ensuring customer delight and excellence as an outcome of technical support activities related to our products, applications and professional services. You are responsible of analyzing, investigating and solving technical issues indicated by the customers in close collaboration with the services team, product management, solution R&D and architects. You actively engage with customers, project managers, partners and DA internal stakeholders to ensure we are fulfilling our contractual obligations, required quality and service level agreements. 

As part of our team, you will:

  • Diagnose and solve customer’s problems and service requests remotely
  • Ensure problem-solving and service request execution according to agreed SLAs and set KPIs
  • If necessary, coordinate issue solving with the product and R&D experts
  • Manage and maintain interfaces with customer’s technical personnel ensuring smooth information flow about reported problems and their resolution status as well as other activities with customer
  • Develop own skills and competencies pro-actively and continuously to be able to support whole solution portfolio of Digital Automation
  • Identify business opportunities and new feature requests and transfer them to the business development or product management

 

Your skills and experience

You have:

  • BSc/MSc Degree in Telecommunication/Computer Science/Computer Engineering or related competencies.
  • Knowledge of IP networking and switches
  • Several years of work experience within the following areas: LTE (5G) telecommunications systems, radiofrequency technologies.

It would be nice if you also had:

  • Experienced with Kubernetes / Docker / Microservices
  • Experienced with Nokia base stations and parameters
  • Programming skills in JavaScript and Python is a plus
  • General interest in computer science and developing personal skills.
  • Strong quality and continuous improvement mindset.
  • Excellent communication skills in English (both written and spoken)
  • Great interaction and collaboration skills
  • Motivation and desire to learn in a fast-paced high technology environment
  • Readiness to work with customers

 

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

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Nokia is an equal opportunity employer that is committed to diversity and inclusion. 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.