Customer Technical Support

Job Description

• Execute Charging CARE Operations
• Responsible for providing Remote Technical Support for the Nokia Smart Plan Suite (SPS) Charging product.
• Accountable for ensuring Outage and R&D ticket support KPIs are met
• 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.
• 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.
• Develop strong relationships with our customer teams and end customers.
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 8 to 12 years of experience is needed.
• Good to have Project Management experience
• Good to have skills on making Presentations using microsoft power point
• Japanese language is desirable.
• The candidate is required to have deep understanding, knowledge and debugging skills of telecom protocols: Diameter (Gx, Gy, Sy, Rx), SOAP.
• Working experience in providing technical support for Policy/ Charging node for all kind of issues.
• In addition, understanding of IN-related telecom protocols: SS7/SIGTRAN, CAMEL call flows and Nokia IN product.
• Working knowledge of OpenStack, Dockers/containers & 5G PCF/CHF & call flows, Aersopike DB, Kubernetes, and Containers.
• Good working level knowledge and troubleshooting of RED HAT Linux or any other
• Troubleshoot, diagnose, and suggest/perform corrective or preventive maintenance actions on issues reported by customers on live/production sites.
• Provide customers with timely updates and progress on the debugging of the issues. Maintain a high level of customer satisfaction by providing services fully compliant with the SLA
• Ensure every customer-reported issue is properly documented in the ticket for tracking purposes and learning opportunities. Ensure time tracking accuracy for cost charging purposes.
• Maintain service uptime & SLA as committed. Provide root cause analysis for the critical/outage issues.
• Handling outage restoration and restoring the service efficiently and within the required timeframe as per SLA.
• Engage additional support levels within a predefined time frame and collaborate with them, as needed in order to resolve the issues.
• Use the knowledge management tool by searching/creating/updating articles. Proactively share knowledge with others.
• CUSTOMER-FIRST mindset
• Work well in a team environment, teach and learn from the teammates.
• Have a desire and ability to learn in a fast-paced and innovative environment
It would be nice if you also had:
• 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 a 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
,

Keyskills :
red hat linuxroot cause analysisroot causelab testingtime trackingproblem solving