Nokia Customer Service Specialist 

India 

288894825

What you will learn and contribute to

• Ensure SUS operational excellence by implementing Upgrade/Update process to SUS Delivery
• Provide support to Customer Operation and maintenance for PaCo Network elements.
• Plans and performs technical activities to service the customer and brings expertise to customer site on need basis.

Providing Product Line level technical support through ECC process for Nokia Packet Core products SR7750 MG, CMM, CMG, AMF, NRD etc

• Handling Software Upgrade, Testing, Pilot and related troubleshooting for SUS organization. Participating in special projects (e.g. customer pilots and task forces) and in troubleshooting activities which require remote and on-site support. Participating escalation management and product support practice development activities.
• Performing the remote/onsite software upgrade and LAB Testing services including new feature testing. This also needs a technical support with a bent of mind towards advanced trouble shooting.
• Participate in or develop detailed designs of the Packet Core Network in the logical order of network level designs, network element designs and data-fill.
• Translate business and technical requirements into solutions designs detailing the functionality, protocols, interfaces, parameters and configuration necessary to implement the solution.
• Quality production, documentation and implementation of configuration changes.
• Adherence of new design to the design guidelines/strategies.
• Impact assessment of configuration changes on services, performance and revenue.
• Specification of testing required for each change.
• Optimizing implementation changes.
• Timely production of designs and configuration changes.
• Development of tools for configuration changes.
• Consultancy on Design/Configuration issues
• Participation in Project teams representing Design/Configuration. Seamless implementation of changes in the Packet Core Network
• Assess and mitigate risk of Packet Core Network changes to ensure minimal service or revenue impacts. More specifically this would involve performing network impact assessment and developing a test regime to mitigate exposure.
• Develop and execute test plans, implementation plans, procedures, test specs and test cases.
• Implementation activities included are configuration loading, software and hardware upgrades, software updates, new functionality or system integration, subscriber/link migration, and reparenting.
• Ensure implementation is in accordance with detailed designs and project time frames.
• Review, coordinate and manage installation, commissioning and implementation activities procured from vendors or third parties.
• Develop or review implementation and fall-back procedures.
• Undertake technical acceptance of the solutions implemented in the model or test environment.

Technical expertise

• Lead like a COACH to the team.
• Good Experience in services & competency to handle – Nokia PaCo Products like CMM, CMG, 7750 SRMG
• Good Experience and Knowledge of EPC and Packet Core nodes (MME, SAE-GW, P-GW, SGSN, GGSN, DNS).
• Experience in deployment in Cloud environment like VMware, RedHat OpenStack, AWS and Cloud Infrastructure - Compute, Network, Storage & Back-up. Certification will have added advantage.
• Should have knowledge in domains like SS7, Diameter, Linux, Shell scripting, Yaml files.
• Provide Engineering support for PaCo Network elements as Projects Support during implementation phase for PaCo deployment, Care Projects, FOA and LAB Support along with Helpdesk function during Care phase and Operation support.
• Key tasks of the job as System verification & acceptance and troubleshooting for PaCo Network Element.
• Develop and maintain PaCo project competence, process, and documents for network deployment.
• Provide Project technical support for troubleshoot and resolve issues, escalations from project and overall responsible for the PaCo network element technical Issue handling.
• Worked as Project Technical function including project call-out / emergency on-call support on demand basis. Carry responsibility of Technical Analysis & Technical contact Point, Coordinate actions and investigation of technical issues between customer, regional care management, tier2/tier3/ Product Line support teams.
• Organize and participate in pilot, FOA, SW/ CD deployment, Software and new feature verification, MOP generation as well as test case creation- execution.
• Supports operations services such as traffic rehomes, network retunes, feature activations, network modification and Performance analysis. Support Customer Lab for SW/ HW New Feature verification and validation.
• Ensure quality customer satisfaction survey targets and carry end to end PACO support function
• Work as Project Support Engineer for atomization of the process and improve in efficiency & execution of the task.

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