דרושים Customer Support Specialist ב-Nokia ב-קולומביה

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions.
• Lead Software Upgrade Strategy & Planning.
• Provides analysis of product release notes and alerts to the customer.
• Lead complex Case Handling analysis & troubleshooting when required.
• Be the Technical customer voice and advisor.
• Provides technical guidance for upgrades / retrofits, if within the scope of Care portfolio.
• Analyze solution compatibility matrix and recommend actions during SW lifecycle.
• Ensures disaster recovery restoration process in place for the installed base, when applicable

• Bachelor's degree in Telecommunications, Computer Science, Engineering, or a related field is required, with an advanced degree preferred and 8 years of expertise in the Core network domain for mobile telecommunications, specializing in the design, deployment, integration, troubleshooting and performance optimization of 3G/4G/5G networks and IP connectivity.
• Comprehensive knowledge of Core Network functions such as IMS VoX, SDM, MSS& MGW, CS Core, PCRF, as well as Packet Core 4G/5G, DRA&DNS, Cloud Infra, Open stack, Open shift, NCS.
• A strong understanding of 3GPP standards, network architecture, protocols, and call flows, including TCP/IP, routing/switching, telecom/IT network security, network management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, Unix and Linux platforms, virtualization, and public/telco cloud is required.
• Proficiency in network management and monitoring tools is essential. Experience with cloud-native technologies, VNF/CNF, microservices, containers, and virtualization technologies such as Docker, Kubernetes (K8s). The candidate should be experienced with Linux and Windows operating systems, including scripting languages like shell and Python, and possess knowledge of DevOps and CI/CD methodologies.
• Experience in providing customer support, utilizing helpdesk tools (e.g., Salesforce) and processes to manage incidents and resolve customer issues is required and participation in a 24/7 on-call support rotation to ensure timely resolution of critical issues.
• Strong leadership and interpersonal skills, are essential.
• The candidate should have experience managing escalations across cross-functional teams and coordinating resources to resolve issues.
• Excellent written and spoken English and Spanish communication skills are required, with the ability to convey complex technical ideas in writing, presentations, and face-to-face meetings.
• Knowledge of project management principles and methodologies, as well as an understanding of customer service concepts, tools, and processes, is necessary.
• Proficiency in various Microsoft Office apps.

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

• Technical contact and reference person for medium and big sized projects.
• Working together with Project management and technical staff
• Manages all the technical management activities defined in Customer contract with medium/large business volume and medium/high complexity and risk probability, in terms of quality, risk and time from delivery approach preparation through deployment, customer acceptance and care phase.
• Acts as primary technical interface and first technical escalation point within the Customer project*.
• Ensures operational continuity and smooth execution as well as network availability by implementing proactively BG/BL guidelines and PM@Nokia Methodology.
• Supports Project Execution Owner (PEO) in project planning and delivery Acceptance.
• Validates the workload involved and expertise needed related to technical tasks. Ensures resource management related to technical tasks regarding allocation, induction, release and expertise needed.
• Leads technical activities during execution and care phase, for instance Core Network Implementation, System Acceptance, Multi-Vendor Interface Verification, Fault and Technical Escalation Management, Preventive Care and HW/SW update and upgrade.
• Performs a Technical Risk Analysis. Proposes and implements risk mitigation actions.
• Supports Project Execution Owner (PEO) to ensure delivery handover to regular operations and to assure actions have been successfully implemented.
• Ensures network availability with Care project team.
• Identifies new technical management related opportunities to expand contracts with the customer (EG network expansion, new features, software corrections implementations).
• When applicable supports Solution Managers to review adopted solutions and assumptions.*The term “customer project” refers generally to all forms of Nokia customer contracts; projects with a definitive start and end; and, programs - collections of projects managed together for business benefits which may contain an ongoing operations business.

• Bachelor’s degree in engineering (Telecommunications, Computer Science, Electronics or related) with experience in telecommunication area.
• Deep knowledge of Telecommunication Cloud Core network architecture (IMS, SDM, EPC and 5G Core) including Cloud Infrastructure technology (CNF and VNF) and desirable understanding in Applications like OSS (Assurance and Fulfillment),
• Strong Technical Management process skills for complex solution integration of mobile core networks with IMS, LTE, VoWifi, 5G network technologies.
• Knowledge of Cloud Infrastructure solutions for Telco including Nokia CBIS and NCS, RedHat OSP and OCP.
• Basic understanding of Openstack, Kubernetes(k8s), Docker Container technologies.
• Knowledge of orchestration and life-cycle management of cloud, IP network and applications, up to full delivery life cycle automation with CI/CD.
• Business understanding and development.
• Customer Focus.
• Leadership & Management. Strong inter-personal skills like conflict management & resolution, ability to lead and motivate people, empathy.
• Fluency in English verbal and written communication is a must. Spanish native speaker.

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