Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

 

 

Key Technical Skillset: -

Should be fluent in the various voice signaling protocols, to include ISDN, SS7 (ISUP, TCAP), and SIP (SIP, SDP, RTP). Expert knowledge about Meta Switch, Broad Soft, N-Squared IN, Lucent 5ESS,Nortel DMS-100,200,500,GTD-5,Metaswitch ,EWSD, Astreisk is must. Code and Routing administration for any of the following platforms: 5ESS, DMS, Genband C3, Metaswitch (CFS/RPAS/AMGC/UMG/MVD), Broadsoft(AS/NS/PS/XPS/DB), SONUS PSX, PLEXUS MGC, Broadworks NS, DRM, GTD-5, DCO, Cisco (CUCM CUBE ITP), Astreisk, N-Squared IN(Intelligent Network)  Knowledge on various PRI request like New install, Disconnect, PIC change, route change, port in-port out DID, signaling change Hands on CM/FM experience within Wireline core network. Well versed with TDM Switching: PRI, BRI, E1, T1, SS7, SIP, Q931, ISUP CALL FLOW, DMS Switch Technical support tasks like PRI creation,SS7 link management,Trunk Provisioning, Code and Routing administration for the following platforms: Meta Switch, 5ESS, Broad Soft, DMS, GTD-5, DCO and EWSD node as per requirement.  Knowledge on various PRI request like New install, Disconnect, PIC change, route change, port in-port out DID, signaling change End to end architectural knowledge on Voice Fixed Network Wire Line.

 

Technology - Voice Fixed Wired Line, Voice Core Switching, Intelligent Network for Voice

 

Impact

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact. 

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations. 

Communication

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.

 

 

Responsibilities: -

Fault management Network translations for complex Local and Long Distance switching networks. The primary function of the Lead is to carry out 2nd level troubleshooting including circuit level diagnostics, re-provisioning of circuits, configuration changes in the circuit, Voice backbone faults for service related incidents  over the Voice network with 24x7 responsibilities. Ability to perform Line and Trunk side TDM and VoIP provisioning for both Class 4 and Class 5 voice networks. Acts a subject matter expert on multiple functional areas related to voice technologies and able to configure the Circuits on different vendors, Technologies and various NMS Handle the Trouble ticket/CR within SLA Customer Issue handling and ensuring the end customer services are maintained MOP/WI preparation for the activities and new learnings Prepare, implement and verify the configuration and integration of a Node / System Coordinating with care team for finding and analyzing the RCAs Tracking of issues related to tools and timely escalation as per pre-defined matrix Drive for Automation of tasks Assurance (Fault resolution) and Re-provisioning / Config for service related Circuits / incidents for a voice network & products/services. This will need live troubleshooting on Nokia’s voice Circuits to resolve customer/network faults Ownership for resolving Customer Circuit queries/ faults , as documented in the Work Instructions Working with Partners and third party service providers for the resolution of the incidents. Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed

• Independently works within broad guidelines and uses best practices and knowledge on Controls technical resources for fault/incident & problem resolution : investigates and resolves Major service outages,  reports Major service outage & Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident & problem management tool development feedback..

• Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems 

• Takes responsibility for planning and executing a complex problem resolution, configuration, or other change request. contributes to the develops Methods of Procedure (MoPs) to be followed for performing specific, medium- to high-risk operations activities.

• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer's organization, on high impact complex incidents or risks.

• Translates to the next level of detail global standardized procedures / checklists to specifics for an MS customer.

• Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities. 

• May act as leader for an MS functional team, coordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions.

• May monitor the set of tickets received by the Fault Management team , for complex problemmes , taking corrective action if there is a risk or breach of agreed service levels..