Nokia Customer Care Technical Manager 

South Africa 

478643970

Job Key Tasks & Responsibilities

• Works together with the Customer Care Manager and Delivery teams to act as the Customer E2E technical lead.

• Supports Customer Care Manager from a technical standpoint.

• Is responsible along with Customer Care Manager for customer satisfaction.

• Is knowledgeable of the Customer’s deployed solutions, customizations, current software releases, and how it impacts the overall network operation​.

• Maintains information about customer network installed base including solution and design documents.

• Acts as E2E technical advocate on behalf of customer to support resolution during CARE incident management, including critical and outage incidents.

• Provide guiding function for complex scenarios, (i.e., telco cloud) to minimize service impact and reduce restoration times.

• Solves complex problems analytically using best judgment.

• Provides customer-facing communication regarding operational, technical, and quality issues. Makes timely recommendations to customer including analysis of Product Technical Notes, Release Notes, Urgent Bulletins, and Alerts.

• Working together with Care Program Manager to assure all technical aspects of Delivery to Care Process are covered and follows-up on pending topics.

• Regularly follows-up on raised tickets for pending actions from Customer or from Nokia support teams.

• Ensures disaster recovery restoration Method of Procedure (MoP) is in place for the installed base, when applicable (usually Cloud Solutions) OR aware of the disaster recovery mechanism for the specific customer.

• Ensure Change Management Process (Live Network Intervention) is followed in all executed activities.

• Aware of capacity, and license utilization status in customer network.

• Provides technical guidance for HW/SW upgrades / retrofits, depending on contractual obligations.

• Technically aware of NPI and/or other projects within the customer network.

• Aware of tendering negotiations with the customer. Can make suggestions or raise concerns.

• Drives the usage of automation tools to the furthest level possible. And actively participates as contributor in the Design for Serviceability process.

• Validates the workload involved and expertise needed related to technical tasks. Ensures resource management related to technical tasks regarding forecast, allocation, induction, release, and expertise needed.

Key KPIs to measure Role Success

• YoY Reduction in number of Confirmed Outages with Restoration Time exceeding SLA for the assigned Customer(s).

• Supporting CaPM to meet customer SLA target

• Supporting CaPM & Market to meet KPIs commitment

• Acquire the assigned trainings successfully (CCTL L3 Certification during the 1st year of employment)

• Critical Bulletin Task Tracking for the assigned Customer(s) (no pending actions from previous Quarter).

Your skills and experience

Care Technical Manager role requires a mix of the technical management, project management and Care skills. The candidate must be highly independent and self-directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods. High collegial interaction.

10-15 Years of relevant experience

Technical Management experience to handle the below products is a must:

· IMS (CFX, SBC, NTAS, NetNumber products, MRF, NPC, CSD, etc…)

· SDM (One-NDS, SDL, HSS, HLR, etc…)

· CS (MSS & MGW)

· Cloud (VMware, CBAM, CBIS, NCP, etc…)

· FlowOne

· Home Analytics and Network Insights

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