Care Technical Customer Advocate

About Nokia

Join us in creating the technology that helps the world act together.

We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future.

About the Business Group

A robust digital backbone is the unsung hero of modern life, underpinning everything from daily interactions to cloud computing and critical infrastructure.

The Network Infrastructure team is passionate about pushing the boundaries of what's possible in networking, tackling the toughest challenges and delivering innovative solutions.

We deliver trusted, purpose-built IP, optical, fixed, and data center solutions that power the internet, drive the global economy, and support the mission-critical industries that keep the world running.

Description:

As a Care Technical Customer Advocate, you will be the primary technical point of contact for customers, building strong relationships and advocating for their interests within our organization. Your expertise and up-to-date knowledge will be crucial in guiding customers and delivering exceptional technical support. You will lead troubleshooting efforts, operations, maintenance, network design, deployment, integration, transformation, and education. Collaborate with software service teams, and offer customer-centric solutions, ensuring a seamless experience for our clients.

Your responsibilities

• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customers that is assigned to)

• 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.

• 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.

• Leads the Root Causes Analysis (RCA) analysis and report creation and supports technical activities in early product phases (releases, pilots, trials and early projects).

• 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).

• Provides customer-facing communication regarding operational, technical and quality issues

• Provides analysis of product release notes and alerts to the customer.

• Supports Care Program Management (CaPM) from a technical stand point and shares sales opportunities with Care Program Management (CaPM) or Sales.

Your skills and experience

Must-Have:

• Bachelor's degree in with 12- 15 years of Experience and 5+ years of experience in a role requiring requirement understanding, planning, designing, Implementing and troubleshooting of IP/MPLS technologies and networking protocols.
• Hands-on experience of IP/MPLS Protocols such as VRRP, ERPS, OSPF, ISIS, BGP, LDP, RSVP-TE, Segment routing, EVPN, Multicast.
• 5+ years of experience in troubleshooting Large L2 and L3 based VPN deployments.
• Working knowledge on TDM SATOP/CESOP
• Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues.
• Manage overall technical relationships with customers and internal service, delivery, and TAC teams.

Nice-To-Have:

• Provide proactive risk reports, suggest improvement initiatives, and implement corrective actions for non-compliance.
• Collaborate with global teams and Product Line Management (PLM) to enhance service delivery, implement best practices, and improve the overall customer experience.
• Regularly review and resolve critical issues with customers, working closely with TAC team.