The team you’ll be part of
As Nokia’s growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
Be in a Managed Services environment providing technical Support in the CS Core domain handing ZTE Core CS Equipment i.e. ZTE MSS/MGW/HLR/STP/MNP/EIR/HSS/SBC/SIG_FW/IMS. Experience in Telco-Cloud Virtualised platform and IMS will be an added advantage.
Main Responsibilities:
Act as the single Service Assurance point of contact for the Customer and lead operational customer meetings at Customer Operations Group Headquarter for all CS/PS Core Domain.
Coordinate with all the Services Assurance Delivery Centers and Field Teams as part of regular governance.
Assist in Network Emergency Supervision by coordinating.
Capability Development Management for Multi-vendor and Multi-technology modernized network install base. Ensure operational readiness across all stakeholders in new project and new technology introduction.
Weekly/Monthly Core NPO Governance with customer at Group HQ, Global Delivery Centre and with CS Core team in multiple countries.
Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
Understand SLA/KPI and its impact on Rewards and Penalty and drive improvements with Operations and performance teams. Control and own monthly Improvement plans, Regularly monitor and update Improvement plan based on regular governance with GDC, NPO, Field Force, Operational Teams, Domain SMEs and customer Escalations.
Identify service issues, driving improvements through the delivery organizations in coordination with Central Operations Director and his team.
Maintain, audit and compliance actions of the network HLD, LLD Monthly/Quarterly Network Audit assurance and associated action closure. Monitor and track SW Upgrades/ Updates, new feature implementation
Compliance of Preventive Maintenance Procedures from OEMs for all nodes
Monthly BISP Compliance for domain and action closure
Approve RCA analysis for Emergency/Critical Outages for all countries for submission to customer.
Drive Customer Satisfaction through the established CSAT survey mechanisms and by providing services that are fully compliant with the SLA/KPI.
Represent requirements for project-specific processes & tools .
Your Skills And Experience
You have:
Bachelor’s degree in Engineering or Technology related field
More than 8 years hands on experience on live customer problem resolution within Circuit Switched Network
Proven experience working on applications/software in the Telecom domain which are currently used by Telecom providers.
It would be nice if you also had:
Managed Services experience.
IP Knowledge .
What We Offer
Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer
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
LGBT+ equality & best place to work by HRC Foundation
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