Customer Care Technical Lead

Job Description

As a Customer Care Technical Lead (CCTL) at Nokia, you will be the pivotal technical liaison between our customers and the Nokia Care organization, ensuring seamless communication and resolution of complex technical issues. You will collaborate closely with the Customer Care Lead (CCL) and delivery teams, advocating for customer interests and driving the technical aspects of service delivery. This role is situated within a passionate team committed to customer satisfaction, where innovation and problem-solving are highly encouraged. In this fast-paced, dynamic environment, you will take charge during critical incident management, providing expert guidance and strategic insights to enhance network performance and reliability. As a leader, you will empower your team, fostering a culture of collaboration and knowledge sharing while navigating the exciting challenges of next-generation telecommunications technology.

How You Will Contribute And What You Will Learn

• Technical Interface & Advocacy: Acting as the primary technical liaison between customers and Nokia support, serving as an end-to-end technical advocate during incident management (including critical outages), and supporting the Customer Care Lead (CCL).
• Network Management & Guidance: Maintaining customer network documentation, providing technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solving complex problems.
• Communication & Compliance: Delivering customer-facing communications on operational and technical issues, making recommendations based on technical notes, ensuring SLA compliance and KPI quality, and following up on tickets.
• Process Adherence & Improvement: Ensuring disaster recovery procedures are in place, adhering to change management processes, providing technical guidance for upgrades, driving automation, contributing to Design for Serviceability, and fostering knowledge management.
• Resource & Project Management: Validating technical task workloads, managing resource allocation, supporting Delivery to Care handovers, and providing 24x7 emergency support.
  
  

Key Skills And Experience

You Have:

• Education & Experience: A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred. 8 years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities.
• Technical Expertise (Core Network & Protocols): Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud). Proficiency in network management and monitoring tools.
• Cloud & Virtualization: Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm). Experience with Linux & Windows, including scripting (shell, Python). Knowledge of DevOps and CI/CD methodologies.
• Customer Support & Soft Skills: Strong leadership, interpersonal, and team/vendor management skills. Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on-call rotations. Experience managing escalations and coordinating resources across cross-functional teams. Excellent written and spoken English communication skills, with the ability to convey complex technical ideas.
• Tools & Methodologies: Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes. Proficiency in Microsoft Office applications (Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams).
  
  

It would be nice if you also had:

• Financial literacy, encompassing the ability to interpret financial statements, perform financial analysis, create budgets, and efficiently manage operational costs.
  
  

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