Customer Care Technical Lead
Nokia
The Customer Care Technical Lead manages end-to-end technical activities across customer projects, ensuring network stability, risk mitigation, and smooth operational execution. This role demands advanced troubleshooting capabilities, leadership in escalated cases, and the ability to collaborate closely with customers, R&D, and cross-functional teams.
You will provide expert guidance on upgrades, acceptance testing, fault management, and early-phase deployments while ensuring SLAs and quality standards are achieved. Additionally, you will support knowledge transfer initiatives, review technical documentation, and contribute to continuous improvement across processes and solutions.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
If you love owning end-to-end network excellence, solving complex technical challenges, and leading critical escalations while partnering with customers and R&D, this role lets you drive stable operations, successful deployments, and continuous service improvement across the customer lifecycle.
Must have:
A bachelor's / master's degree in engineering or equivalent with 7+ years of hands-on experience across VoLTE, CS Core, SDM, and Packet Core (PaCO), with the ability to lead end-to-end technical delivery, operations, and care phases for customer networks.
Proven capability to lead technical teams, manage complex escalations, perform root cause analysis, and ensure SLA adherence during critical incidents and high-impact outages.
Demonstrated experience as a primary technical interface for customers, including system-level troubleshooting, multi-vendor integration, and close collaboration with R&D to resolve complex issues.
Good to have:
Experience managing Care or Support portfolios, driving KPI improvements, process adherence, operational efficiency, and continuous service quality enhancement.
Exposure to workload planning, resource allocation, skill tracking, knowledge sharing, and supporting team members’ learning and professional growth through coaching or training.
Experience supporting pilots, trials, early deployments, software upgrades, and identifying opportunities for network expansion, feature introduction, or solution enhancement.
Lead and manage all technical activities across SDM domains (HLR/HSS/UDM/NDS/EIR), serving as the primary technical interface for customer projects and ensuring smooth execution, operational continuity, and network availability throughout delivery, acceptance, and care phases.
Guide project planning with the PEO, validate workload and resource needs, and oversee technical execution including core network implementation, system acceptance, multi-vendor integration, HW/SW upgrades, preventive care, and fault/ escalation management.
Perform technical risk analysis, implement mitigation actions, and identify opportunities for contract expansion such as network growth, new features, and software enhancements, while supporting solution reviews with Solution Managers.
Provide expert-level troubleshooting through system-level tracing, debugging, protocol analysis, defect reproduction, and close collaboration with R&D to ensure timely fixes and resolution of complex technical issues.
Lead RCA activities, ensure SLA compliance during escalations, support emergency processes for critical outages, and drive technical leadership in early product phases including releases, pilots, trials, and early deployments.
Act as a subject matter expert by creating and approving knowledge articles, delivering customer/internal technical training, performing cross-team knowledge transfer, reviewing technical documentation, and collaborating with customers and third-party partners to enhance supportability