Nokia Customer Care Technical Lead 

Mexico 

340593488

• 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 4 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, SDM, MSS& MGW, PCRF, as well as Packet Core 4G/5G, DRA&DNS.
• 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