Join us in creating the technology that helps the world act together
We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people?s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.


Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.


The team you'll be part of This position is part of IP Networks Business unit, within Network Infrastructure APAC RBC. This team is responsible for end-to-end solution implementation and Maintenance support of IP/MPLS and Datacenter networking infrastructure.

The pandemic has highlighted how important telecoms networks are to society. Nokia?s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.


What you will learn and contribute to




Customer Technical Advocate (CTA) is the primary technical liaison between the customer and Nokia Care organisation for technical support activities and builds trusted advisor relationship with his / her designated customer, advocating for customer interests within Nokia. As part of the team, you will:

• Act as a resource having up to date, detailed technical knowledge of your designated customer network as well as product expertise. Provides technical guidance to software service team to deliver customer-oriented solutions.

• Act as single point of contact between customer and Nokia?s NI internal organizations for Maintenance Technical Issues including execution of proactive deliverables, faster restoration & Dedicated Engagement.

• Build operational efficiencies, technical relationships, customer intimacy; manage difficult situations; negotiate conflict resolution & expedite problem resolution

• Maintain and review performance against SLA and expected improvements / alleviation of specific problems or potential future occurrence of problems, on a regular and as need basis, providing insight into real & potential threats lurking in network (SW & HW)

• As knowledge authority of customer network in terms of all technical aspects surrounding NI content, deliver L2 Technical Support through direct access to limited unsupervised adjustments in customer network or more extensive adjustments in conjunction with customer supervision / oversight (synchronize and communicate between L2 / L3 team and customer. Ensure proper customer follow-up and escalation.

• Facilitate identification of control mechanisms and critical action/recovery paths for system components

• Perform or be focal point for scheduled Network Health Check Audits and assist in network performance analysis

• Manage preparation and execution of network upgrades and retrofits and ensure related communication towards the customer. Follow up with the customer to support scheduling and implementation

• Communicate timely changes required in customers network, defining priority, potential impact of no action, expected improvements and any risks associated with change as well as oversight into specifics that may impact tailored or unique implementation of solutions involving NI products (adds, moves, changes, applicable Technical Alerts / RCAs & action plan)

• Provide recommendations and/or direct actions that will circumvent an outage or lessen the severity if an underlying problem surface using supporting analytical analysis of trends specific to their network and those which correlate to the global customer installed base

• Replicate customer environment covering critical network elements (in a Virtual, Simulator, or physical lab) aiding in expediting problem analysis and communication with customer operational experts.

• Designing maintenance and troubleshooting procedures / methods based on customer network incl. TS file extraction, failure & alarm logs, in conjunction with Nokia analytical tools.

• Represent Technical Support Service in front of customer managing difficult situations and conflict resolutions.

• Represent customer (interests) within Nokia for Technical Support Service activities.

• Work actively with internal and external stake holders, tools and processes to ensure open issues are resolved in an efficient and timely manner.

• Provide customer-facing communication regarding operational, technical and quality issues including timely recommendations to customer.

• Provide analysis of Product Release notes and Alerts to the customer.

• Work closely with Care Program Management (CaPM) to achieve highest level of customer satisfaction.

• Share Upsell opportunities with Care Program Management (CaPM) or Sales

Are you passionate about solving problems?
As part of our team, you will:

• Interprets internal and external business challenges and recommends best practices to improve products, processes and services.

• Solves complex problems based on sophisticated analytical thought and complex judgment.

• Acts as a subject matter expert for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.

• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.

• Identifies, reproduces, and characterizes defects and collaborates promptly with Product support teams for fixes.

• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.

• Interacts with customer for complex cases, providing workarounds, etc.

• Leads the Root Causes Analysis (RCA) analysis and report creation.

• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.

• Leads and supports technical activities in early product phases (releases, pilots, trials and early projects).

• Promotes, creates and approves knowledge articles (author, reviewer, approver, coach).

• Provides customer and internal technical training or consultancy.

• Performs system level product competence training and knowledge transfer across teams.

• Reviews technical documentation and specifies features for supportability and maintainability.

• Works in customer and 3rd party interface (communications, partnering).

Your skills and experience You have:

• 10 to 14 years of experience in IP data networking.

• Bachelor's or master?s degree in Electronics & Telecommunication, Computer Science or Computer Engineering or a relevant technical degree

• 5 or more years? experience in a role requiring understanding, designing and Implementing IP Routing technologies and networking protocols

• 3 or more years? experience in designing & implementing Linux Servers / Virtualized Networks in a decent sized Datacenter

• Industry leading certifications like SRA, CCIE, JNCIE, ASRA, RH Openstack would be a plus

• Experience in network design, integration & migration of large networks in premier Operator/ Vendor organisations.

• Strong IP network troubleshooting skills

Required Skills ? Technical

• Must be able to work independently on testing and integration of IP and cloud network infrastructure.

• Clear concept and strong technical domain knowledge in routing, switching & cloud.

• Good knowledge and hands-on experience of using IP/MPLS Protocols such as BGP, OSPF, ISIS, VRRP, LDP, RSVP-TE, Segment routing. Implementation Knowledge on L2 & L3 services using ? VPLS / MP-BGP and EVPN / VxLAN

• Experience in troubleshooting Large L2 and L3 based VPNs

• Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues.

• Strong experience of Linux Operating Systems, including Red Hat, CentOS, and Debian

• Exposure to virtualization and cloud technologies such as OpenStack, virtual networking, distributed programming, Linux containers, and SDN/NFV

• Good understanding of modern Intel platform architecture and platform advancements in CPU micro-architecture, cache and memory, IO and virtualization, etc.

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

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.