About Job

CTC Undisclosed Job Location Canada Experience 4 - 6 yrs

Description

Customer Services CNS Cloud and Network Services

The team youll be part of

As Nokia's 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 push the limits from impossible to possible.

What you will learn and contribute to

Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Technical contact and reference person working together with Care Program Manager and other technical staffs

Works together with the CaPM and delivery teams to provide the Customer with E2E technical expertise

Is knowledgeable of the Customer network E2E, the current software releases, and how it impacts the overall operation

Acts as primary technical interface and first technical escalation point within the CARE incident management, including critical and outage incidents.

Manages the technical management activities defined in the Customer contract

Leads technical activities during the CARE phase, for instance: Fault and Technical Escalation Management, Preventive Care and HW/SW updates & upgrades

Aware of projects ongoing with customer

Review trouble ticket raised & contractual obligation associated with ticket handling

Review Bulletin & Technical Notes against products in Customer network

Ensures operational continuity and smooth execution as well as network availability by implementing guidelines

Validates the workload involved and expertise needed related to technical tasks. Ensures resource management related to technical tasks regarding allocation, induction, release and expertise needed.

Performs a Technical Risk Analysis. Proposes and implements risk mitigation actions.

Ensures network availability with Care project team.

Identifies new opportunities to expand contracts with the customer (EG network expansion, new features, software corrections implementations).

When applicable supports Solution Managers to review adopted solutions and assumptions.

Your skills and experience

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non-standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication:

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience:

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organizational practices and precedents.

Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.