About the job
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
Closely partnering and collaborating with 3rd party, Provisioning, Operations, Technical Support, Customer Success to ensure alignment across the Delivery.
Represents Nokia Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group.
Evaluates the severity of every incoming issue, ensures that P-1 issues are assigned by the appropriate stake holder with a case owner within specific SLAs, and that issues are fully handed off to the receiving manager.
Addresses incoming escalations from executives and routes to the appropriate resource/teams Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed.
Lead/Drive troubleshooting bridges with technical teams, Service Desk and Customers when required.
Translates to the next level of detail global standardised procedures / checklists to specifics for an MS customer.
Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities.
May act as leader for an MS functional team, co-ordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a “shift” leader of multiple functions.
Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.
Scope & Contribution
Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.
Knowledge & Experience
Undergraduate degree in CS or Engineering, ITIL V4 certification or equivalent experience.
8 or more years of experience in managing team with strong communication & customer interface experience.
Should be ready to work in 24*7 environment.
Knowledge of different IP products like Juniper, Cisco and multiple platforms like Wireless IP, Business IPs, Multiple technologies in IP (subnetting, routing protocols, MPLS, QoS, Multicast, etc )
Knowledge of different Transmission technologies like SDH, DWDM
Knowledge of Basic CORE architecture and different CORE technologies like evolve voice, Mobile Core, Packet Core, IN & VAS
Relevant experience in managing Enterprise/Business customers.
Ability to handle international carriers for fault restoration.
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.