Please note that relocation won’t be offered, the candidate must be located in North America

Dedicated Maintenance Engineer (DME) professionals are Subject Matter Experts co-located within the country to which the customer resides. The DME provides customers with a variety of customer-focused maintenance specific deliverables, acting as the key resource differentiator for delivery of Technical Support Platinum service. Included but not limited to acting as Proactive liaison (recommendations, implementation of customer approved action plan, etc.) & forensic specialist for IP networks. The DME partners with the Constant Care Team (CCT) to enhance the customer’s Technical Support Service experience with a dedicated, highly technical resource to interface with the customer on all open technical support issues/cases. 
 

Is certified with the IP Network Certification – Architect certificationWorking knowledge, at the Nokia L2 level, of the SROS and SRL-based product familiesStrong communication skills (technical, business acumen, trustworthiness)Ability to work remotely with customers and internal teams (technical and non-technical)Ability to methodically troubleshoot network issues and perform fault isolation - possesses good problem-solving skills and troubleshooting instincts Ability to work on unseen problems and emergency situationsAbility to prepare and deliver regular and frequent reports on the network health and its usage to customer and internal teamsUndergraduate degree in Engineering, or equivalent level of education / experience Broad Multivendor Product knowledge is must (Nokia Platform Routers, Cisco & Juniper Routers)Experience in telecom technical domains (working knowledge with Internet Service Provider’s network)Product troubleshooting knowledge for a specific technology, must be IP expert, minimum of 5 years of working knowledge in IP, MPLS, Services (VPLS, VPRN), L2 switching, BNG, OSPF, ISIS, BGP, EVPN, Linux, Multicasting, QOS, Basic Knowledge on Standards, RFCs, Basic Idea of Containers, Dockers, VM’s, working experience on traffic generators (Spirent/IXIA).

The candidate must possess:

5-10 years of technical experience, including customer engagements, meetings and internal strategiesMust be able to quickly and easily master new technologies and evolving standards in various customer business disciplines. Must have experience working with product support teams and IP product lifecycle issues;Must have excellent written and verbal communication skills for internal communication. Must have excellent customer communication etiquette and presentation skills. Must be comfortable being an IP protocol and products “expert” within Nokia and driving other departments and teams toward most effectively realizing a superior support experience for the customer.

Certifications: 
SRC is preferred, Cisco and Juniper higher Certifications are must
 

Processes & Tools:
Knowledge of Technical Support processes. Knowledge of Technical Support tools: Sales Force, Knowledge Management, packet analyzers etc

Leads a virtual team of  L2/L3 technical experts (CCT or similar) using associated NI tool sets, acting as SPoC / SME for technical support activities affecting the customer’s network for NI products. The primary support interface for all TRs. Often located within the country to which the customer resides, acting as a key resource differentiator for NI Care Adv Svc Suite, acting as liaison (recommendations, implementation of customer approved action plan, etc.) & forensic specialist for products within the scope of the offer.Act as single point of contact between customer and NI Care for Maintenance technical issues (business hours – CCT 24x7)Provide oversight and review of customer MOP pertaining to upgrades & retrofits, ensuring related communication towards the customerProvide configuration assistance & consultancy expertise Implement customer approved action/correction plan Responsible to make available in SharePoint, all materials or location specific details of the Buyer network Facilitate identification of control mechanisms and critical action/recovery paths for system componentsBuild operational efficiencies, technical relationships, customer intimacy; manage difficult situations; negotiate conflict resolution & expedite problem resolutionJointly responsible (shared with Constant Care Team) for analysing all nodal and network data collected, identifying trends that may be indicative of future performance, service, or capability affecting. Provide recommendations and/or direct actions that will circumvent an outage or lessen the severity if an underlying problem surfaces using supporting analytical analysis of trends specific to customer network with global insightProvide recommendations incl. changes & enhancements affecting capacity utilization, service constraints, etc. with targeted knowledge transfer to improve network performance management, complexity and reliabilityCommunicate timely changes (alleviating specific problems / potential issues) in customers network, defining priority, potential impact of no action, expected improvements and any risks associated with change / oversight into specifics that may impact tailored or unique implementation of solutionsPerform / focal point for Network Health Check Audits (periodic, scheduled, on-demand) and network performance analysis pertaining to HC contentProvide specific rate of reporting and readout in either remote or on-site meetingsDefine schedule and leads regular & extensive knowledge transfer (on-site or remotely)