As a Customer Care Technical Lead (CCTL) you will act as a critical bridge between the customer and the technical support service, adeptly managing challenging situations and resolving issues. You will champion the customer's interests within Nokia, providing clear communication on operational, technical, and quality matters while offering timely recommendations. You will analyze product updates and alerts, offer technical guidance for upgrades, and support outage management in emergencies. Furthermore, you will maintain customer network information and collaborate with the Customer Care Manager (CCaM) to ensure customer satisfaction and proactively monitor network health. You will remain informed about new product introductions, rollouts, and even tendering negotiations. You will be contributing strategic insights to improve products and processes, and often leading taskforces as subject matter experts. This includes developing innovative solutions, defining processes, and influencing strategic decisions, solidifying the role of acknowledged authorities and leaders in the field. You may also lead teams and projects, handling staff management and resource allocation.  This role requires working during NAM/Customer business hours or as needed during an Emergency/Critical incident.

Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field. An advanced degree is preferred. 8+ years of extensive knowledge and experience in the Core network domain for mobile telecommunications, specializing in the design, deployment, integration, and performance & optimization of 3G/4G/5G networks, and IP Connectivity.  Proven ability to troubleshoot complex issues and ensure optimal network performance.  Comprehensive knowledge of Core Network functions like HSS, HLR, IMS, PCRF, OCS. Knowledge on Packet Core elements like MME, SAEGW, UPF, DNS, CGNATs, Load balancers, GTP Proxy. Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows including TCP/IP, Routing/Switching, Telecom/IT Network Security, Network Management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, MAP, Unix and Linux Platforms, Virtualization & Public/Telco Cloud.   Proficiency in network management and monitoring tools. Working experience with Cloud Native, VNF/CNF, Microservices, Containers and Virtualization Technologies like Docker, Kubernetes (K8s), and Helm is good to have. -  Experienced with Linux & Windows including scripting languages like shell and Python.  Knowledge on DevOps and CI/CD methodologies. Extensive experience in providing customer support, utilizing helpdesk tools (e.g. SalesForce) and processes to manage incidents and resolve customer issues. Participates in 24/7 on-call support rotation, ensuring timely resolution of critical issues. Strong leadership and interpersonal skills, experience in team and vendor management. Experience in managing escalations across cross-functional teams and coordinating resources to resolve issues. Excellent written and spoken English communication skills.  Ability to communicate complex technical ideas in writing, presentations, and face-to-face meetings. Knowledge of Project Management principles and methodologies. Understanding of Customer Services concept, tools & processes. Proficient in various Microsoft Office applications like Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams, etc. 

The CCTL's responsibilities are multifaceted, demanding a strong technical background, excellent communication skills, and a proactive approach to problem-solving.​​​​​​ supporting Care service delivery.  These include, but are not limited to, the following:

-  Act as Primary technical interface working closely with customer technical team and Nokia support teams for clarifications regarding customer network and solutions as well as managing difficult situations and conflict resolutions. 
-  Act as E2E technical advocate on behalf of customers to support resolution during CARE incident management, including critical and outage incidents. 
-  Work together with the Customer Care Manager and Delivery teams to act as the Customer E2E technical lead. 
-  Support Customer Care Manager from a technical standpoint.  
-  Maintain information about the customer network installed base including solution and design documents.
-  Provide a guiding function for complex scenarios, (i.e., telco cloud) to minimize service impact and reduce restoration times.  
-  Solve complex problems analytically using best judgment. 
-  Provide customer-facing communication regarding operational, technical, and quality issues. Makes timely recommendations to customers including analysis of Product Technical Notes, Release Notes, Urgent Bulletins, and Alerts. 
-  Work together with the Care Program Manager to ensure all technical aspects of the Delivery to Care Process are covered and follow up on pending topics. 
-  Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
-  Regular follow-up on raised tickets for pending actions from Customers or Nokia support teams. 
-  Ensure disaster recovery restoration Method of Procedure (MoP) is in place for the installed base, when applicable (usually Cloud Solutions) OR aware of the disaster recovery mechanism for the specific customer. 
-  Ensure the Change Management Process (Live Network Intervention) is followed in all executed activities. 
-  Provides technical guidance for HW/SW upgrades/retrofits, depending on contractual obligations. 
-  Technically aware of NPI and/or other projects within the customer network. 
-  Drive the usage of automation tools to the furthest level possible. And actively participates as a contributor in the Design for Serviceability process. 
-  Drives the creation, reuses knowledge management articles, and acts as a coach across the teams.
-  Validate the workload involved and expertise needed related to technical tasks. Ensures resource management related to technical tasks regarding forecast, allocation, induction, release, and expertise needed. 
- Handover support from Delivery to CARE
- Provide 24x7 emergency support