Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.Key Responsibilities:
Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA. - Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers.
Escalate to subsequent support level as needed.
On-site support if determined that the incident cannot be restored or resolved remotely
Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.
Act as “Outage Manager” by identifying the impact of the outage and changes made to the customer network.
Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations.
Provide pragmatic and effective recovery. Manage and communicate the related risks. -Provide appropriate follow-up to customers. -Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities. -Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues. -Interface with product business division (level 3/TEC Technical Expertise Center) and Service Business Unit (global TAC).
Provide Patch Release or Maintenance Releases for Maintained Products, as provided in accordance with the applicable product software support policy.
Skills & Competencies:
Focus on execution
Foster open communication, communication skills
Search to learn continuously
Required product skills: WDM technology and its implementation on 1830 PSS as well as on legacy ALU boxes: 1626LM
Additional optional skills: SDH, IP, scripting, UNIX/LINUX, ORACLE/SQL