Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

 

Electronic, Electric or Telecommunication Engineer with at least 5 years’ Experience working in R&D and/or customer-facing environments with hands on focus in most of these domains: VMware/Openstack/Container. EVPN, VxLAN and Vswitch concepts. ION IP product family, Switching and Routing and routing protocols as BGP, OSPF, IS-IS and other routing protocols, IP standard, routing protocols, OSI model, etc. Layer 2 data communication protocols (Ethernet, VLANs, etc.). Service Provider and MPLS Services (VPRN, VPLS, EVPN, etc.) Use the following test equipment: OTDR, OSA, Optical Test Set, PDH test set (i.e.TBERD), Ethernet test equipment (i.e. JDSU, EXFO, etc.) Know ION IP product family and al versions of VSR, SR Linux, IXR, 7x50, 7710, 7210 and 7705 will be a plus. Good Communication in Spanish and English to negotiate case resolution. Available to work during off-business hours (i.e., after 6 pm) and on-call rotation (On-call 24hrs / day for a predefined period at a time). Available to travel on short notice (i.e., one day) for trips of short duration.  Expected yearly travel is low (~5%). Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services. Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective. Shares initial ideas for professional direction of own organizational unit. Acts as a professional advisor and mentor for staff / work team / taskforces. May lead technical projects with manageable risks and resource requirements or small teams. Provides working leadership and training to less experienced personnel. Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.  Identifies, reproduce and characterizes defects and collaborates promptly with R&D teams for fixes. Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc. Interacts with customer for complex cases, providing workarounds, etc. Ensures SLAs are met for escalated cases. Leads the Root Causes Analysis (RCA) analysis and report creation. Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorized as critical outages and code red. Supports technical activities in early product phases (releases, pilots, trials and early projects). Creates and approves knowledge articles (author, reviewer, approver, coach). Communicates internally and externally with customers, R&D and 3rd party vendors. Creates technical documents and guidelines. May work as a key user for care tools. Performs system level product competence training and knowledge transfer across team.