Our Technical Support function specializes in Network Management & Self-Organizing Networks (NMSON) products and solutions within Global Services Delivery, serving as the expert technical interface for Nokia customers, Project-Delivery, and R&D. We diagnose, reproduce, and resolve complex in-field NM/SON software and hardware issues, providing solutions either on-site or remotely. This role demands a motivated self-starter with strong customer service and technical problem-solving skills, capable of researching issues and escalating to R&D as needed.

Must-Have:

• Require any bachelor's degree in engineering or related field.
• Typically, a minimum 12-15 years of experience in the telecom domain, with desirable prior product knowledge in Net Act and SON, including extensive experience in SON optimization using ANR, 5G, and Mobility Robustness algorithms.
• Hands-on experience with Linux (troubleshooting), TCP/IP Networking, 3GPP Wireless protocols (GSM, UMTS, LTE, 5G), Web-based applications, Shell Scripting, Ansible Automation, Container Orchestration (RHOCP, Kubernetes), Virtualization (VMware), Databases (MySQL, PostGres, Druid, Redis), and Python.
• Over 8 years of experience in data storage, networking, system administration, or technical support within NM/SON, including 2G/3G/4G/5G network design/troubleshooting, Radio Access Network equipment, multi-vendor OSS'es, NPO knowledge, and wireless network KPI analysis.
• Professional interpersonal communication, customer service, influencing, and conflict resolution skills, with the ability to communicate with functional leadership and conduct briefings with senior leaders.
• A flexible aptitude for learning new technologies and utilizing them in a customer-facing environment, coupled with cross-cultural knowledge and a global mindset.

Nice-To-Have:

• Foundational knowledge in Mathematics and Statistics (Linear Algebra, Calculus, Probability), experience with Machine Learning algorithms (Supervised, Unsupervised, Reinforcement Learning), familiarity with Deep Learning frameworks (Tensor Flow/Keras, Py Torch), and skills in Data Preprocessing, Feature Engineering, Visualization, and Database Management.

• Programming/Development Skills in Java or Python development.

• Lead and manage the technical delivery of case-handling for an India-based team, including planning, executing, managing, and automating technical activities to service customers.

• Apply advanced analytical skills to solve complex problems and lead the resolution of intricate technical situations such as software upgrades, multi-vendor issues, and end-to-end performance improvements.

• Interact directly with customers for complex cases, provide workarounds, manage emergency/outage topics, and effectively escalate cases to R&D, PLM, and other stakeholders.

• Create, review, and approve Knowledge-Base articles, identify and solve complex technical problems, and guide others by sharing knowledge within your professional area.

• Provide constructive feedback to technical support and development teams on new product features/enhancements and contribute initial ideas for the professional direction of the organizational unit.

• Ensure Service Level Agreements (SLAs) are met for escalated cases and lead Root Cause Analysis (RCA) to identify underlying issues and prevent recurrence.

• Expand personal knowledge into new and emerging technical areas such as cloud technologies and AI/ML, fostering continuous professional development.

• Work effectively in mixed environments, apply best practices, and leverage internal/external business knowledge to continuously improve products or services.