Care Engineer

7 days ago

India Nokia Global Full time ₹ 5,00,000 - ₹ 15,00,000 per year
Description

The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes.

Responsibilities

  • Troubleshoot, diagnose, and resolve complex technical issues, including emergency operational disruptions, while ensuring customer data protection and SLA compliance.

  • Customer Engagement & Relationship Management by building and maintaining strong customer relationships, provide timely follow-up, and accurately document case information to ensure satisfaction and meet KPIs.

  • Collaborate effectively with tiered support levels, 3rd party vendors, and internal service delivery teams to ensure comprehensive issue resolution.

  • Apply best practices, contribute to knowledge management, and continuously improve SW services processes, policies, and tools.

  • Leverage in-depth business and customer network knowledge to provide strategic input and recommend product/solution improvements to internal groups.

  • Advanced Analytical Problem Solving & Continuous Development by Utilize advanced analytical skills for non-routine problem-solving and commit to continuous self-development, staying current with Nokia's evolving portfolio.

Qualifications

Must have:

  • Holds a Bachelor's in Engineering with 4-12 years of system administration experience, demonstrating a service and customer-oriented approach, with the ability to multitask and travel as required.
  • Possess hands-on experience with Assurance Products (NAC, UiV, NPM, SQM), Kubernetes, Redhat OCP, VMware, AWS, and EKS, coupled with strong troubleshooting skills across system, fault, configuration, performance management, and 2G/3G/4G/5G network integration issues.
  • Capable of remote case handling, software change management, emergency ticket resolution, RCA investigation, and supporting 24x7 shift operations, demonstrating strong problem-solving and organizational skills.
  • Exhibit excellent logical and analytical understanding, strong verbal/written communication, adaptability, a willingness to learn and share knowledge, and a commitment to teamwork and process orientation.

Good to have:

  • Experience in OS like Linux, Windows &  Scripting using Shell.

  • Experience in RDBMS like Oracle, MariaDB, Postgress and Neo4j

  • Basic understanding of Telecom & IP Network

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