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Customer Services
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ION IP Optical Networks
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19000000O4 Requisition #

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.  Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.


-   Customer Technical Advocate:

  •     A single point of contact for major deployment technical issues and activities
  •     Facilitate resolution of key technical issues working with the engineering, integration teams and support teams
  •     Ensure customer is aware of product alerts and recommends software loads to align the correct feature set/application  with the customer requirements.
  •     Review/Assist Method of Procedure (MOP)
  •     Advocate specific market/regional interests
  •     understanding of customer network and make proactive recommendations (including future hw/sw releases)
  •     Lead technical meetings
  •     responsible for analyzing CNs, PNS, DA notices and alerts and developing action plan
  •     Track sw problems and their associated fixes
  •     Prevent outages and experiencing known problems
  •     Assist with outage restoration for major outages
  •     Drive and deliver RCA
  •     Provide bridge from deployment to maintenance by awareness, communication and training (CTS and TAC)
  •     Understand customer operations, structure and processes (Customer visits will be take place often)
  •     identify business opportunities and transfer them to sales for increased revenue

Required qualifications
1) In depth/Expert Knowledge of IP products specifically 7750 routers or similar products 2) IP Certifications 3. Ability to document technical issues in spanish and english 4) strong verbal and written skills in Spanish and English 5. Strong communications skills.
 
Desired qualifications
 
1. High Level of English (read and speak) 2. Able to handle escalations and pressure situations 3. Ability to travel inside or outside the country.. 4. Ability to coordinate deployment and maintenance Activities. 5.- Knowledge in ALU IP Products (7750 SR7) 6.- Expertise in IP concepts
 
COMPETENCIES
- Customer Focus
- Adaptability
- Manage Execution
- Foster Open Communication
- Search to Learn Continuously
SKILLS
- Communication
- Products
- Networks
- Team Management
- Customer Relationships
- Project Management

Education:
• Engineers must have a BS in Electronics Engineering, Telecommunications or equivalent and five (5) or more years of experience in Network Maintenance, Operations and/or Technical Support.
 
Technical:
• Deep knowledge of mobile packet core networks and functionality of GGSN, SGSN, SAE-GW and MME. • Familiar with end-to-end call flows and signaling for 2G/3G/4G networks and interfaces. • Experience and knowledge of GSM/Packet-Core/EPC networks, routing and signaling; and GPRS call flow concept with all PS core nodes including Gb, Gr, Gn, Gi, Gx, Gy,Gz interfaces. • Packet Core network planning and optimization experience is a plus. • Knowledge of IP routing and switching. • KPIs definition, generation and analysis experience. • Commissioning, integration, and troubleshooting experience of ATCA SGSN/GGSN and virtualized solutions (CMM/CMG). • Knowledge of adjacent third-party network elements: CMD, OCS, DNS, Firewalls, Routers and Switches. • Excellent computer skills and working knowledge of MS Office applications.
 
Non-technical:
• Strong leadership and customer-facing skills. • Team player with excellent written and verbal communications skills in Spanish and English. • Strong knowledge and experience in Packet Core services and customer interface preferred. Integration and technical support experience is a plus. • Self-motivated well-organized individual who can prioritize work and handle multiple tasks. • Ability to handle stressful situations and exhibit good decision-making skills. • Ability to interact with a variety of people and work well with others in a fast-paced environment. • Ability to work with little supervision and make good business decisions. • Ability to learn independently. • Business savvy.

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