Job Description
Family Description
As part of our team, this position:
1. Be the face of Nokia and create great customer experience.
2. Work as SME to provide L3 Technical Support on Nokia’s next generation Cybersecurity Dome (XDR solution) product and participate in 24x7 production support.
3. Contribute with improvement ideas, improve your knowledge and help other team members to succeed.
4. Debugging of problems: identifying and viewing logs, troubleshooting complex issues involving E2E analysis.
5. Regular update of Case Handling tools (SF/Jira), follow-up with R&D & frequent communication towards customer on escalated topics.
6. Ensures documentation and implementation of best practices / learnings.
Subfamily Description
Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
How You Will Contribute And What You Will Learn
1. Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
2. Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
3. Provides training to less experienced personnel.
4. Troubleshoots, diagnoses, advises and performs corrective and/or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
5. Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
6. Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
7. Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
8. Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
9. Creates ‘advanced’ and reuses knowledge management articles.
10. Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
11. Restores/neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
12. Provides SW support to service delivery teams, as needed.
13. Records time tracking accurately.
14. Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
Key Skills And Experience
Skills and Experience required
1. Bachelor’s degree or equivalent experience required.
2. 9+ years of experience with demonstrated passion and achievement for technology in the areas described below and customer satisfaction.
3. Strong in fundamentals including Networking, OS concepts, Virtualization, Security etc.
4. Worked on Microservices Containers (Kubernetes/Docker, CKA is an advantage).
5. Worked on Areas of Telecommunication networking (Core/Access) and know the 5G architecture.
6. Worked on Networking and Cybersecurity (TCP/IP v4/v6, Firewalls/iptables, worked on any cybersecurity related solutions like Endpoint Security, Azure Sentinel is an advantage).
7. Design, implement and maintain Cloud infrastructure and services OR Knowledge on Cloud Concepts (Azure, XaaS etc., worked on any Public Cloud is an advantage).
8. Skills & Behaviours: Self-driven, strong communication skills, able to lead and drive the customer troubleshooting calls.
9. Azure or any public cloud certifications.
10. Knowledge on IaaS (e.g., Openstack, RH OCP is an advantage), Virtualisation (e.g., vSphere/vCloud) and Software Defined Networking (SDN e.g., nuage, Openflow).
About Us
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.
What we offer
Nokia offers 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:
1. One of the World’s Most Ethical Companies by Ethisphere.
2. Gender-Equality Index by Bloomberg.
3. Workplace Pride Global Benchmark.
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.
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