Nokia Technical Care Specialist 

India 

294701653

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.• Shares initial ideas for professional direction of own organisational unit.• Acts as a professional advisor and mentor for staff / workteam / taskforces.• May lead technical projects with manageable risks and resource requirements or small teams.• Provides working leadership and training to less experienced personnel.• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.• 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.• Interacts with customer for complex cases, providing workarounds, etc.• Ensures SLAs are met for escalated cases.• Leads the Root Causes Analysis (RCA) analysis and report creation.• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.• Supports technical activities in early product phases (releases, pilots, trials and early projects).• Creates and approves knowledge articles (author, reviewer, approver, coach).• Communicates internally and externally with customers, R&D and 3rd party vendors.• Creates technical documents and guidelines.• May work as a key user for care tools.• Performs system level product competence training and knowledge transfer across team.

· Provide technical support for NOKIA 1830 PSS (OTN) products.

· Guarantee the highest satisfaction level of the customer through the SLA (Service Level Agreement)

· Diagnose and solve customer’s problems remotely.

· If necessary, start an on-location intervention via the intervention centre

· If necessary, coordinate with product expert, - Give information on incident and end it

· Analysis, diagnosis and neutralization of problem reports in the customer's network remotely and some rare on site interventions are likely as well.

· Reproduce system Test Specifications, Performance Test Specifications, Test Plans, and other documentation as product recommendation.

· Reproduction of customer problems in lab environment (if needed & if possible)

· Rotation in hotline support 24*7 (on call duty)

· Think "out of the box" for potential improvement initiatives in order to meet future technical and customer related requirements

· Provide technical leadership, experience, and information to peers as required.

· Customer Focus, Adaptability, Manage Execution, Foster Open Communication, Search to Learn Continuously.

· Cross-functional and multi-cultural team work

· Engage in proactive activities to train the customer or to check on the sanity of the network.

· Must have excellent knowledge of DWDM / OTN and GMPLS.

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