Senior Technical Support Engineer

Job Description

The Nokia Policy Controller Global CARE Team is seeking highly motivated professionals to join our elite group in driving Nokia's cutting-edge Policy and Charging Rules Function (PCRF) platform, the "Nokia Policy Controller".

The incumbent will address complex software issues, create Root Cause Analysis documents, and work with global teams to improve customer satisfaction and technical excellence. Will enjoy flexible handovers across time zones to minimize after-hours assistance, while diving into advanced topics such as Aerospike DB and 5G call flows. Seize this chance to expand your skills and contribute to delivering high-quality customer interactions.

How You Will Contribute And What You Will Learn

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Troubleshot, diagnoses, advises, and performs corrective and/or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
• Ensure customer Service Level Agreement (SLA) compliance and KPI quality performance level, and manage and build customer relationships on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Restore/neutralize operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to the emergency rota when needed.
• Engages and collaborates promptly with additional tiered support levels, as needed, and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issue resolution.
• Provides working leadership and training to less experienced personnel.
  
  

Key Skills And Experience

You have:

• Engineer graduated in Telecommunication/Computer/Software/Electrical Engineering, Information Technology, Computer Science, or equivalent experience
• Understanding of Mobile Networks, IP Networks, and Linux operating system, Mobile Core Telco protocols, and call flows.
• Experience with Implementation, Integration, Acceptance Tests, O&,M and/or Care for Telecommunication.
  
  

It would be nice if you also had:

• Experience in Case Handling, including Emergency Support activities
• Cloud experience in VMWare, OpenStack, Kubernetes, CBIS, CBAM, NCS
• Experience with Nokia Policy Controller (NPC) / PCRF
• Experience with Cloud Signalling Director (CSD) / DRA
  
  

About Us

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

What we offer

Nokia offers 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
  
  

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.

About The Team

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.