Senior Care Specialist

About Nokia

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About Cloud & Network Services

Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

Job Description

Responsible for providing end-to-end Care services for Nokia Mediation (Data Refinery) solution for customers in India and APAC regions. Care for Nokia Mediation (Data Refinery) will also include performing customization code fixes (and delivery of said fixes to customers) so this is a hybrid developer and technical support role.

Candidate will be a technical leader and mentor to the team, and actively participate in global improvement initiatives as a technical expert and Subject Matter Expert.

This role may also occasionally require on-demand visits to customer premises in addition to the core remote Care services provided. The candidate will also be part of the 24x7 rotation for supported regions.

Key Responsibilities / Functions:

• Ensure all the Care quality standards (KPI’s) and targets are met.
• Contribute in building high performance-driven team & Incorporate Innovative culture working on CARE deliverables to achieve KPI’s
• Providing end-to-end (L2 - L4) Support to customers for Nokia Digital Business suite of products – focus on Nokia Mediation (Data Refinery)
• Analyze, investigate and provide software solution to support issues raised by customers, and ensure issues are resolved within customer SLA’s
• Performing root-cause analysis on customer issues
• Work cooperatively with various internal teams to ensure that customer support issues are dealt with in a timely manner and in-line with expectations for any project/support work that rely on it
• The role will involve performing modifications and fixes to the current solution source code
• The role requires large amounts of customer interaction, hence the ability to work and communicate effectively is vital
• The role will contribute to Continuous Excellence initiatives to improve Care effectiveness & efficiency, Product improvement and Customer experience improvement
• 24x7 Emergency support for Critical issues and occasional shift-work based off customer needs

Required Minimum Qualifications: (Education, Technical Skills/Knowledge)

• Minimum 12 years of demonstrable professional experience providing Highly Technical Support, Services Deployment or Software Development for complex software applications (deployment, level 3 support, level 4 support, R&D)
• Minimum 8 years of practical working experience with:
  • Experience in UNIX/Linux scripting and deep knowledge of UNIX/Linux operating system
  • Experience in Oracle RDBMS, postgres, hadoop & SQL
  • Java / C / Perl / PL-SQL programming experience.
  • Virtualization and Clustering technologies. E.g : Openstack & VMWare vSphere, with VNF knowledge will be advantage.
• Deep understanding of networks and IP (traces etc)
• Bachelor´s degree or equivalent experience required, Candidates with Bachelor’s Degree in Engineering (Software, Computer, Telecommunication, Electrical/Electronic) will be more relevant. Master´s is a plus

PERSONAL CHARACTERISTICS:

• Motivated, independent, and able to build and maintain good relationship with customers and internal stakeholders
• High fluency in oral and written English