Care Technical Manager – Cloud

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

The team you’ll be part of

As Nokia’s growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible. 

What you will learn and contribute to

We are looking for the people that will support our organization as the Care Technical Managers (CaTMs). The CaTM is accountable for the support of the organization in the day-to-day tasks related to the communication to the customer team and peer organizations within the company. The following gives a brief idea on the responsibilities and activities that CaTM supports:

• Conducting periodic reviews with the customer (meetings and/or conf-calls) to give evidence about the progress made in the analysis/resolution of all open issues
• Building trust and confidence to manage customers and other internal Nokia stakeholders
• Managing customer satisfaction and feedbacks
• Understanding and managing customer, Nokia and 3rd party partner expectations (relationships)
• Supporting the RCA process by delivering the RCA and discussing the details of the document with the customer
• Cooperating with the Care Support Engineers and helping the support team maintain the good communication with the customers
• Following the care support KPIs and supporting the team to be in line with the SLAs agreed with the customer
• Supporting the process of the case escalation by supporting the teams involved with the technical and management expertise
• Coordinating the cross-product support by cooperating with other managers to ensure the investigation is progressing as expected.
• Creating, designing, testing and executing the processes to improve the quality of the support provided by the care support engineers

The list is just an example of the most frequent tasks of the CaTM. Being the Care Technical Manager opens the door for the world full of challenges and opportunities. Working with the teams supporting the enterprise telco cloud solutions gives the unique chance to work and be the part of the team developing the core infrastructure used in the development of the 5G networks.

Your skills and experience

You have:

• Cloud Experience (Openstack, VMware, Kubernetes)
• Fluent spoken and written English
• Good experience and understanding of Mobile Networks (GMS, UMTS, LTE) and IP Networks
• Experience in Case Handling, including Emergency Support activities
• Good understanding of the project management
• Good team player
• Willingness to continuous learning
• Ability to work independently
• Ability to take the lead and drive the task towards successful completion
• Availability to travel if needed

It would be nice if you also had:

• Engineer graduated in Telecommunications, IT or Electronic Engineering
• Experience with Nokia Core products CFX-5000, CMS-8200 HSS, NetNumber, Titan
• Good understanding of the TL9000 process and requirements

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
• LGBT+ equality & best place to work by HRC Foundation

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.