Care Delivery Technical Support Manager

Job Description

Description - Internal Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work. The team youll be part of As Nokias 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. What you will learn and contribute to Are you passionate about solving problems As part of our team, you will:
• Lead Europe Charging CARE Operations for NCC
• Accountable for ensuring Outage and R&D ticket support KPIs are met
• Executive reporting to both customer and Nokia leaders.
• Lead RCAs of network problems to ensure all learnings are shared with appropriate stakeholders.
• Provide technical guidance to Care team engineers to avoid/minimize troubleshooting challenges.
• Manage customer escalations during critical outages.
• Work in close collaboration with Nokia Internal stakeholders ( R&D,4LS, NLT, PLM, and LDO/Market teams).
• Partnering with regional charging care support teams to share best practices & implement best practices.
• Responsible for charging care team competency ramp up to handle new product releases and new customers.
• Develop strong relationships with our customer teams and end customers.
• Ensure resources are skilled adequately and identify gaps and escalate if required
• Support post-Go-live support transition and customer acceptance for NEW Products.
Your skills and experience You have:
• Bachelor s degree or equivalent experience required. Masters is a plus.
• Knowledge of Charging domain products (4G and 5G) with 10+ years of experience is needed.
• Working experience with EMEA/APAC Customers is preferred.
• Able to lead teams during outages/escalations along with customer communication and Management.
• Able to guide teams with a focus on quality and individual associate development.
• System capabilities and telecommunications functionality expertise
• Technical/process problem solving and communication skills with the ability to make sense of ambiguity and drive outcomes.
• Experience in Case Handling, including Emergency Support activities highly desired
• Successful leadership track record of teamwork, collaborating across organizations towards an aligned resolution
• Excellent communication and presentation skills, organization, and project management skills.
It would be nice if you also had:
• Master s Degree.
• Knowhow on Nokia Charging products,
What we offer Nokia offers flexible and #LI-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.Company Culture: We believe our people are our greatest asset and we aim to foster a fun, challenging, positive, and inclusive work environment. We offer 1-on-1 mentorship, learning and development opportunities, global impact and interaction, and flexible work/life balance. 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
• Vaccination Requirements : FOR US ONLY: Nokia employees, wherever required by law or contractual obligation, must receive a COVID-19 vaccination or an otherwise approved accommodation based upon applicable law.
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Keyskills :
technical supportsaleshiringtroubleshootingcoaching