At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world. Watch our video to discover how we create meaningful interactions to drive human progress.
About Network Infrastructure
The mission of the Network Infrastructure (NI) Business Group is to be the most trusted partner for the world’s most critical network infrastructure. NI will respond to the ever-increasing demand for networks with higher capacity, greater reliability, faster speeds, and lower costs.
The Team
We are part of the Nokia Network Infrastructure Professional Services team, Network Management Engineering (NME). We provide partners and customers around the world with a unique combination of services and solutions for the deployment and management of world-class network infrastructures. Our solutions enable Nokia and our customers to scale through automation. Want to have a customer facing experience in the growing Network Management Automation domain? This is the team for you!
Job Description:
NME team is looking for a Technical Support Manager to lead a team of Support Engineers. This team provides 2LS/3LS support for Custom Software Solutions built for Network Management Automation. The automation solutions are in the areas of in the areas of Service Provisioning, Service Automation, Monitoring, and Reporting. In this role, you’ll be working towards providing customer support experience with high satisfaction levels. Your responsibilities will include, but not limited to:
Lead a support team across geographies
Ensure strict adherence to SLAs.
Closely collaborate with Custom Software Engineering teams
Engage with NSP R&D & support teams
Bring in best practices to continuously refine and improve the support & maintenance processes
Handle escalations
Scale up the team to handle increasing support activities.
Position Requirements:
Bachelors or Masters Degree in Software Engineering, Computer Science or equivalent
15+ years of total experience
Minimum 5+ years of customer support experience, preferably with people management
Very good understanding of Network Management Systems (NMS) and/or IP/Optics/SDN domain and protocols (e.g., IP/MPLS/Ethernet, Routing, Network OAM)
Good Product Support & Maintenance experience
Good understanding of Software Development Life Cycle
Experience in defining, establishing & implementing engineering or support processes
Prior customer facing & escalation handling experience
Excellent oral and written communication skills
Excellent inter-personal skills
Good understanding and usage of support tools like SalesForce, JIRA.
Ability to prioritize and give directions to the team
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