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.

 

Required skills & Experience

Operations & Maintenance of Core Nodes (MSS/MGW/STP/Firewall) Network including troubleshooting, monitoring, tracing on interfaces such as Wireshark or internal system traces and logs Hands on experience on MSS, MGW, STP and Firewall Understand the operating principle for Nokia MSS_MGW and Net number STP/Firewall. Good understanding for roaming call flow and troubleshoot the with detail analysis and permanent solution. Coordinate with roaming and carrier partners for routine maintenance and quality programs, troubleshooting requests, escalation and implementation SR. Execute work orders and coordinate department-wide for new partner configurations and updating databases as needed. Executive roaming tests (i.e., IR.21, IR.85, IR.35, IR.50 and IR.60) for different technologies as needed. Maintain roaming quality assurance and continuous improvement programs such as traffic monitoring, partner trouble detections, Roaming Information Service (RIS),and “Total Visibility” Service. Maintain SIGOS remote probe system used for world-wide testing of roaming quality. Implement, operate, and maintain roaming-related platforms including customer trouble recording. Participate in inter-department projects related to roaming and carrier relations. Service as a resource and provide in-house training to internal colleague and stakeholders, in roaming and sponsored solutions. Review roaming disputes to determine validity and issue recommendations. Perform other related duties or tasks as assigned or required.

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 activities 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.

 

Roles & Responsibilities - 

Operations & Maintenance of Core Nodes (MSS/MGW/STP/Firewall) Network including troubleshooting, monitoring, tracing on interfaces such as Wireshark or internal system traces and logs Hands on experience on MSS, MGW, STP and Firewall Understand the operating principle for Nokia MSS_MGW and Net number STP/Firewall. Good understanding for roaming call flow and troubleshoot the with detail analysis and permanent solution. Coordinate with roaming and carrier partners for routine maintenance and quality programs, troubleshooting requests, escalation and implementation SR. Execute work orders and coordinate department-wide for new partner configurations and updating databases as needed. Executive roaming tests (i.e., IR.21, IR.85, IR.35, IR.50 and IR.60) for different technologies as needed. Maintain roaming quality assurance and continuous improvement programs such as traffic monitoring, partner trouble detections, Roaming Information Service (RIS),and “Total Visibility” Service. Maintain SIGOS remote probe system used for world-wide testing of roaming quality. Implement, operate, and maintain roaming-related platforms including customer trouble recording. Participate in inter-department projects related to roaming and carrier relations. Service as a resource and provide in-house training to internal colleague and stakeholders, in roaming and sponsored solutions. Review roaming disputes to determine validity and issue recommendations. Perform other related duties or tasks as assigned or required.

• 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..