Job Description
The Technical Care Specialist provides advanced technical and product support within Care service delivery. A position with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.
How You Will Contribute And What You Will Learn
- 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).
- Reviews technical documentation and specifies features for supportability and maintainability.
- Works in customer and 3rd party interface (communications, partnering).
Key Skills And Experience
Must-Have:
- Bachelor's or master's degree in Electronics & Telecommunication, Computer Science or Computer Engineering or a relevant technical degree with 8 to 12 years of experience in IP data networking.
- 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 Datacentre.
- 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 and Strong IP network troubleshooting skills
Nice-To-Have:
- 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.
About Us
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.
Learn more about life at Nokia .
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.
If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
About The Team
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
