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specialist
Case Handling Specialist Full Time
About the job
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 peoples 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
SW Support Services. Primarily to support Case handling, EME delivery & Feature testing,etc.
Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN).
What You Will Learn And Contribute To
Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
Your Skills And Experience
Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
Creates advanced and reuses knowledge management articles.
Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
Provides SW support to service delivery teams, as needed.
Records time tracking accurately.
Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
Troubleshooting on SRAN,e-NB (SRAN/LTE)/g-NB (5G),OMS,BTSMED,etc and their interfaces & investigation to solve the problem according to SLA.
Symptom saving, detailed traces,call flows & log file analysis of SRAN (LTE) /5G.
SRAN/LTE/5G Tools, Log capturing and Troubleshooting.
Supporting to the team on technical issues.
E2E technical ownership on the customer issues.
Implement to new SW rel. in customer lab and pilot sites and test the stability and the performance
Learn/Test the new features and support in pilot troubleshooting/cases/EME.
Troubleshooting the system issues and performance issues (EMIL, BIP, MACTII, etc..)
Good Hands on required tools (Web EM, RAIN, EMIL tools, etc).
Good understanding of the parameters.
Good understanding on Cloud Concepts (in 5G pov).
Deep (L4) expertise on analysing the traces and identifying the issues/cause/RCA and providing solutions
Work with Experts/R&D for the reported SW issues to get the corrections
Particiate in the customer meetings to present the technical issues
Joint troubleshooting with customer and differen vendors based on the need.
Providing MW support to customers to resolve the reported issues.
Good understanding on system architecture, Call flow, 3GPP Specs, etc.
Knowldge on different SRAN/5G features.
EME Support by particiating in 24X7 rota & Outage Handling.
FOA Support & Field/Lab implementation of features.
Qualifications
Technical Skills: L3+/L4 level in SRAN (LTE)/5G Technology.
Soft Skills: Excellent in communication skills, Presentation skills, learning agility, Customer oriented.
Qualification: Bachelors or Master’s degree in Telecom or related field.
Reuirements:
Minimum 10+ Years Telecom experience with good Nokia product exp.
Flexible to support in different time zones/ shifts.
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 Worlds 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.
Nokias 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.
Job
Care – Customer Support Specialist
Primary Location
India-India-Tamil Nadu-Chennai
Other Locations
India-India-Uttar Pradesh-Noida, India-India-Karnataka-Bangalore
Technical Skills: L3+/L4 level in SRAN (LTE)/5G Technology.
Soft Skills: Excellent in communication skills, Presentation skills, learning agility, Customer oriented.
Qualification: Bachelors or Master’s degree in Telecom or related field.
Reuirements:
Minimum 8+ Years Telecom experience with good Nokia product exp.
Flexible to support in different time zones/ shifts.
