Job Description

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. The team you'll be part of Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN). Global Service Delivery (GSD) provide world-class global, remote and local services with high delivery accuracy, quality and cost efficiency using maximized digitalized, standardized and automated tools and processes. What you will learn and contribute to

• Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
• Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
• Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
• 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.
• Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
• 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.
• Creates ‘advanced’ and reuses knowledge management articles.
• Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
• Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
• Provides SW support to service delivery teams, as needed.
• Records time tracking accurately.
• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
• Supporting other team members on technical issues.

Your skills and experience

• Good knowledge of Nokia 5G and 4G/LTE technology.
• Good knowledge of Nokia Radio product portfolio
• Troubleshooting experience on SRAN eNB (SRAN/LTE) and gNB (5G)
• Good understanding on system architecture, Call flow, 3GPP Specs, etc.
• Know related network interfaces and tools requirement for analysing typical customer problems.
• Awareness of Symptom logs collection, detailed traces, call flows & log analysis for SRAN (LTE) and 5G.
• Implementation of new Software releases in Customer lab and pilot sites, as well as monitoring the stability and KPI performance check.

It would be nice if you also had:

• Knowledge of different SRAN/5G features.
• Knowledge of Software architecture / layers (L1, L2, L3, RF)
• Worked with R&D teams in complex issues
• Engaged in New product introduction (NPI, FOA, Lab feature testing.
• Participated in the customer meetings to present the technical issues
• Part of Customer support team working for emergency restoration and delivering RCA
• Engaged in Joint troubleshooting with Customer and different OEM vendors for complex issues.
• Good understanding on Cloud Concepts
• Software testing
• Exposure of typical Nokia tools (EMIL, BIP, MACTTI, RAIN, ALICE, PTF and UTF)
• Exposure to Emergency service support in 24X7 delivery model (Outage Handling and RCA preparation)

Requirements:

• Minimum 10+ Years Telecom experience with good exposure towards Nokia Radio products
• Flexible to support in different time zones / shifts (24x7)

What we offer Nokia offers flexible and hybrid working schemes, 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
• LGBT+ equality & best place to work by HRC Foundation

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.

Academic :- Bachelors or Master's degree in Telecom or related field. Technical Skills :- L3+/L4 level in SRAN (LTE) or 5G Technology. Soft Skills :-

• Excellent Communication skills
• Good Presentation skills
• Learning agility
• Customer focus oriented