Nokia Technical Care Specialist 

India 

419104748

• 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.

Leadership Skills:

• Lead courageously
• Lead with authenticity
• Make it happen
• Mobilize teams and grow potential

Functional Skills:

• Adaptability
• Communicate clearly and concisely
• Customer focus
• Decision making
• Managing execution
• Negotiating skills
• Problem solving
• Verbal communication

Technical Skills & Knowledge

• Broad Multivendor Product knowledge is must (Nokia Platform Routers, Cisco & Juniper Routers)
• Engineering background
• Experience in telecom technical domains (working knowledge with Internet Service Provider’s network)
• Product troubleshooting knowledge for a specific technology, must be IP expert, minimum of 5 years of working knowledge in IP, MPLS, Services (VPLS, VPRN), L2 switching, BNG, OSPF, ISIS, BGP, EVPN, Linux, Multicasting, QOS, Basic Knowledge on Standards, RFCs, Basic Idea of Containers, Dockers, VM’s, working experience on traffic generators (Spirent/IXIA).

SRC is preferred, Cisco and Juniper higher Certifications are must

Processes & Tools :

Knowledge of Technical Support processes. Knowledge of Technical Support tools: Sales Force, Knowledge Management, packet analyzers etc

Educational Qualification and Experience:

M.E/M.Tech/B.E/B.Tech with over 5 years of relevant experience.

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