The NMSON Technical Support team, part of Global Services Delivery, serves as the expert technical interface between Nokia customers, Services Project-Delivery, and R&D. Their core responsibility involves diagnosing, reproducing, and resolving in-field NM/SON software and hardware issues, escalating complex problems or software bugs to R&D as needed. Success in this role demands a motivated self-starter with strong customer service, technical problem-solving skills, and an embrace of challenges.
Responsibilities
- Lead Technical Delivery. Oversee and manage the technical delivery of case-handling, including planning, execution, and automation of customer service activities.
- Resolve Complex Issues. Apply advanced analytical skills to diagnose and resolve complex customer and network problems, including multi-vendor issues and performance improvements.
- Customer Interaction & Escalation. Interact directly with customers on complex cases, provide workarounds, and manage escalations to R&D, PLM, and other stakeholders.
- Emergency Management. Manage critical emergency and outage situations, ensuring rapid recovery for high-priority issues.
- Knowledge Management. Create, review, and approve Knowledge-Base articles to document solutions and share expertise.
- Product Feedback. Provide valuable feedback to technical support and development teams on new product features and enhancements.
- SLA Adherence & RCA. Ensure Service Level Agreements (SLAs) are met for escalated cases and lead Root Cause Analysis (RCA) reporting.
- Continuous Learning & Innovation. Expand personal knowledge into new technical areas like cloud and AI/ML, contributing to the professional direction of the organizational unit.
Qualifications
You-Have:
- B.E/B.Tech/M.E/M.Tech with over 12 years in the telecom domain, with extensive knowledge of NetAct, SON (FM/PM/CM), and 3GPP wireless protocols (GSM, UMTS, LTE, 5G).
- Hands-on experience with Linux, TCP/IP networking, web applications, Shell Scripting, Ansible automation, virtualization (VMware), and various databases (MySQL, PostGres, Druid, Redis), coupled with robust networking and system-level troubleshooting skills.
- Hands-on experience with cloud technologies, including Microservices, Containers, Messaging, and container orchestration platforms like Kubernetes, RHOCP, and Docker/Podman.
- A professional interpersonal communication, customer service, influencing, and conflict resolution skills, with the ability to engage and negotiate with customers and functional leadership.
- A flexible aptitude for rapidly learning and applying new technologies in a customer-facing environment, complemented by cross-cultural knowledge and a global mindset.
It would be nice if you also had:
- Advanced Network & System Operations. Experience in 2G/3G/4G/5G network design/troubleshooting, including Radio Access Network (RAN) equipment and multi-vendor OSS. Proficiency in Network Performance Optimization (NPO) and analysis of wireless network Key Performance Indicators (KPIs),
- AI/ML & Data Science Proficiency. Foundational knowledge in Mathematics (Linear Algebra, Calculus, Probability, Statistics) and practical experience with Machine Learning algorithms (Supervised, Unsupervised, Reinforcement Learning). Familiarity with Deep Learning frameworks (TensorFlow/Keras, PyTorch) and Data Science & Engineering practices, including data preprocessing, feature engineering, visualization, and database management (SQL/NoSQL).
- Development & Automation Acumen. Hands-on development experience with languages such as Java or Python, enhancing capabilities in automation and custom tool creation.
Company
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Learn more about life at Nokia.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
