Sr. Technical Care Specialist

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

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.

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.

What you will learn and contribute to

The Technical Care Specialist delivers "advanced" technical and product support within Care service delivery which includes but is not limited to 24x7 support, remote and limited on-site activities for extended Care support, handles highly-complex (technical) problems within service delivery, develops original and innovative solutions with a broad impact on the business for delivering contracted services to customers.

• Acts as a senior subject matter expert, typically at a global or regional level, in many organizational units the most senior internal expert who serves as best practice/quality resource and is an acknowledged authority both within and outside own organizational unit.
• Seen by customer(s) as a trusted advisor in own professional area. 
• Manages and builds customer relationships on a day-to-day basis.  Develops and maintains a good understanding of the customer network and recommends improvements of products and end-to-end solutions to the internal product groups.
• Interacts with customers for complex cases, providing workarounds, etc. 
• Works with customer and 3rd party interface (communications, partnering).
• Provides customer and internal technical training or consultancy. 
• Interprets critical internal or external business issues and develops innovative solutions that help to sustain competitive advantage.
• Has in-depth organizational and relevant market knowledge and uses understanding on how relevant areas can be integrated to achieve objectives. 
• Provides expertise and delivers advanced system troubleshooting methods like system-level tracing, debug, protocol flow analysis.
• Drives the creation, reuses knowledge management articles, and acts as a coach across the teams.
• Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
• Reviews technical documentation and specifies features for supportability and maintainability. 
• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc. 
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
• Leads and supports technical activities in early product phases (releases, pilots, trials, and early projects). 
• Performs system-level product competence training and knowledge transfer across teams.

Your skills and experience

• Bachelor's degree in Engineering, Computer Science, Computer Applications, Telecommunications, or related fields
• Overall 7 years of experience in Telecoms
• Working experience with the design, deployment, and troubleshooting support of Nokia 4G and 5G Core Network 
• Knowledge and experience on Nokia IMS Core (CFX5000, TAS, SMSF, SBC), Signaling Policy (CSD, NPC, AAA),  Subscriber Data Management (SDL,HSS, One-EIR, NT-HLR, UDR, UDSF, UDM, AUSF)

• Knowledge on Cloud Technologies (Nokia portfolio)
• Knowledge and experience in Cloud-native Architecture & micro-service architecture, Common Software Foundation
• Knowledge and experience on Scripting/Programming Language (Java/Perl/Python/C++)

• Knowledge and experience in the following: Diameter and Radius, SS7, Relational Databases, UNIX, TCP/IP, HTTP, XML, SOAP, GSM, IMS, LTE, VoLTE, SQL, and Shell Scripts.
• Excellent troubleshooting, analysis, and problem solving skills
• Advance troubleshooting skills on IP, Unix, or Linux.  Can independently use network analyzers and tools to troubleshoot difficult network problems;
• Experience in a customer support environment, participating 24/7 emergency on-call support. 
• Experience in understanding and interpreting technical standards (e.g. 3GPP, OMA, IETF, and ITU) to drive development and vendor interworking.
• Experience in communicating complex technical ideas and arguments in writing, in presentations, and in a face to face meetings
• Strong analytical and troubleshooting ability.
• Must be a self-learner with the ability to independently investigate and learn new technical topics and solutions

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.