Urgent candidates for CUSTOMER TECHNICAL SUPPORT

Job Description

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 pushes the limits from impossible to possible. You will be part of the Business Applications CHARGING domain. What you will learn and contribute to Are you passionate about solving problems As part of our team, you will:
• 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.
• 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
• 24 x 7 on-duty operations (24 x 7 availability is required)
• Availability to travel for short/medium period of time
It would be nice if you also had:
• Knowhow on Nokia Charging products, Expertise in SurePay SPS-C NCC Product or ability to learn NCC product quickly
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
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 :
red hat linuxroot cause analysisroot causetime trackingtechnical supportknowledge managementcustomer satisfaction