Technical Care Specialist - SON

Job Description

Join us in creating the technology that helps the world act together We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people s lives and help build the capabilities needed for a more productive, sustainable, and accessible world. Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work. The team youll be part of Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN).Ours is the Technical Support function for the Network Management & Self-Organizing Networks (NMSON) products and solutions within the Global Services Delivery in Software Services stream.We are the expert technical interface between Nokia customers, Nokia Services Project-Delivery and R&D teams. Our responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field SON software and hardware issues. We resolve simple and complex customer technical issues either on-site or via telephone, chat applications or other remote applications. Research customer technical issues in a timely manner and follow up directly with the customer with recommendations and action plans. Escalation of cases to R&D is available when the problem is either a SW Bug or too complex or falls out of your specific area of expertise. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills, and be someone who embraces challenges. What you will learn and contribute to Are you passionate about solving problems As part of our team, you will:
• Plans and performs technical activities to service the customer and brings expertise to customer network on need basis.
• Plans and executes technical tasks requiring specialist skills in own professional area.
• Works independently with the responsibility for solving customer request cases and reporting according to processes.
• Identifies and solves technical problems. Shares knowledge in own professional area.
• Must be Flexible to support by participating in emergency and 24/7 duty, including Night shifts.
• Create new Knowledge-Base articles to document solutions for reuse
• Provide feedback to technical support and development teams on new product features/ enhancements
• Escalate Cases further to R&D, PLM and various stakeholders and governance of the same to arrest the increasing backlogs
• Participate in technical communications within the Care team to share best practices and learn about new technologies and complementary applications
• Expand his/her personal knowledge horizon into new areas of technical expertise.
• Attend knowledge/training sessions, complete lab projects, complete online training content, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
Your skills and experience You have:More than 8 years of experience in telecom domain Candidate having prior product knowledge and work-experience on SON & NETACT is most desirable Extensive experience working on SON optimisation using ANR, 5G & Mobility Robustness algorithms Strong hands-on experience of the following protocols and applications:
• Linux/Unix (including troubleshooting of Linux/Unix software applications),
• TCP/IP Networking,
• 3GPP Wireless protocols (GSM, UMTS, LTE) including 5G,
• Web based applications and architecture,
• Virtualization (VMware)
Hands on with Databases (MySQL/PostGres and Redis etc), Python, Shell Scripts Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker) Networking & system level troubleshooting Excellent interpersonal communication and customer service skills are required in order to work successfully with customers and R&D in high stress and/or ambiguous situations Excellent influencing & conflict resolution skills Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environmentIt would be nice if you also had:2G/3G/4G/5G network design/troubleshooting 3+ years of experience in data storage, networking, system administration or technical support in SON Experience with Radio Access Network equipment and OSSs from Ericsson, Nokia, Alcatel Lucent, Huawei NPO knowledge and experience Analysis of wireless network key performance indicators (KPIs) Java or Python development experience is added advance Working knowledge on Ansible Automation platform Working experience in Dockers, Containers and Cloud-Native environments will be added advantageWhat 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
At Nokia, we act inclusively and respect the uniqueness of people.Nokia s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.Join us and be part of a company where you will feel included and empowered to succeed.Additional Information,

Keyskills :
key performance indicatorsproblem solvingaccess networksglobal servicesconflict resolutionaustralian equitiessystem administrationinterpersonal communicationplmb2b