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.
This role requires to provide excellent customer support experience for our end customers with wider Cloud technology experience in customer facing environment. Would require working on challenging technical problems and have a passion for solving problems with innovative and robust solutions. Person should actively look for ways to automate and simplify complex processes, think ahead to future needs as well as present, take pride in being thorough and detail-oriented, and function well in a fast-paced environment.
- Customer Centric approach and Interface to the customers and CTs for Care Cases.
- E2E case ownership with regular Governance with CTs.
- Collaboration with L3 and Market teams.
- Perform initial diagnosis of incidents and find solutions through knowledge reuse.
- Perform Log collection, health check and Facilitate troubleshooting sessions between Customer & L3.
- Care delivery and Performance Management.
- Participate in Weekly case review meetings with Market & L3.
- 24x7 Critical Incident Support .
- Work in NAM Timezone.
- E2E ownership for Delivery To Care process.
- Electrical, Electronic, Telecommunication, Computer or Software Engineering with 08-10 years of experience in alike position
- Kubernetes/OpenShift development/testing/support expertise , (or) CNF Support/Deployment Expertise (or) Openstack Support/Development/testing expertise
- Linux Level-3 Expertise
- Basic Level-2 Networking Expertise.
- On-Call/EME Support: 24*7
- English language proficiency.
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:
- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- 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.