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 Optical networks. 

 

Bachelor's degree in Engineering, or equivalent level of education / experience 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 Optical 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 Optical protocol and products “expert” within Nokia and driving other departments and teams toward most effectively realizing a superior support experience for the customer.Is certified with the Optical Network Certification – Architect certificationWorking knowledge, at the Nokia L2 level, of the 1830 PSS product familyWorking knowledge of Optical DWDM / OTN theory and OperationSenior level experience with working, at the L2 level, on the 1830 PSS product familyStrong 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 teams

 Act as the single point of contact between external customer and Optical technical functions pertaining to Proactive Service, activities specific to achieving Restore meeting SLA requirements, with privileged access to customers network for performing limited unsupervised adjustments (more expansive adjustments w/customer supervision)Communicate changes required within the customers network, defining priority, potential impact of no action, expected improvements and any risks associated with change as well as oversight into specifics that may impact tailored or unique implementation of solutions involving IPR products (adds, moves, changes)Review performance against SLA and expected improvements / alleviation of specific problems or potential future occurrence of problems on a regular and on a as needed basis providing insight into real & potential threats that may be lurking in their networks (software & hardware)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 their network and those which correlate to the global customer installed baseReplicate customer environment covering critical network elements (in a Virtual, Simulator, or physical lab) aiding in expediting problem analysis and communication with customer operational experts.Designing maintenance and troubleshooting procedures / methods based on the customer network including support file extraction, failure & alarm logs, in conjunction with Nokia secured regional storage locations and analytical tools (e.g. HCT, TS Helper, TS Portal, Bug Scrub scripts, etc.)Verifies circuits, equipment, stats and alarms; identifying and escalating potential problems where more extensive analysis, debug capabilities or expertise is required to address problem or quantify exposureRetainer of most intimate knowledge of customer network in terms of all technical aspects surrounding Optical content - Maintains a shared repository of most current relevant network details to aid in expediting AR restore / resolve times