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, optimizing, operating, and maintaining phases.

Care 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.

Experience: 6-10 years of hands-on experience in network optimization, primarily with SON/OSS products.Vendor Expertise: Proven experience working with one or more leading radio vendors (Nokia, Ericsson, Huawei).Radio Optimization: Strong experience in radio optimization across 2G, 3G, 4G, and 5G networks.Technical Skills:Proficiency in Linux/Unix, including troubleshooting software applications.Deep understanding of TCP/IP Networking and 3GPP Wireless Protocols (GSM, UMTS, LTE, 5G).Hands-on experience with web-based applications and architectures.Expertise in virtualization technologies such as VMware.Practical knowledge of databases (MySQL, Postgres, Redis) and scripting languages (Python, Shell).Working experience with the Ansible Automation platform.Cloud Technologies: Familiarity with modern cloud technologies, including microservices, containers, messaging systems, Kubernetes, and Docker.Troubleshooting: Strong ability in networking and system-level troubleshooting.Interpersonal Skills:Excellent communication and customer service skills to manage high-stress or ambiguous situations.Strong influencing, conflict resolution, and problem-solving capabilities.Adaptability: Aptitude for learning new technologies and applying them in customer-facing environments.Creativity: Demonstrated ability to take a creative approach to problem-solving.Development Skills: Java or Python development experience is an added advantage.

Preferred Qualifications:

Certifications: Red Hat certifications such as RHCSA,RHCE, OpenShift, and OpenStack are highly desirable.Wireless Network Expertise:Experience in designing and troubleshooting 2G/3G/4G/5G networks.Proficiency in analysing wireless network Key Performance Indicators (KPIs).Knowledge of RF planning tools and drive testing.Additional Technical Experience:3+ years of experience in data storage, networking, system administration, or technical support.Work independently within broad guidelines, applying best practices and knowledge of internal and external business contexts.Translate professional concepts into actionable measures for the organizational unit.Provide support to experts in troubleshooting methods, including system-level tracing, debugging, and protocol flow analysis.Identify, reproduce, and characterize defects, collaborating promptly with R&D teams to implement fixes.Interact with customers to resolve complex cases, including providing workarounds when necessary.Ensure SLA compliance for escalated cases by delivering timely resolutions.Contribute to Root Cause Analysis (RCA) by performing analysis and creating detailed reports.Plan and execute technical tasks independently, addressing customer requests and reporting according to defined processes.Identify and resolve technical problems, sharing knowledge within your area of expertise.Remain flexible to support emergency and 24/7 duties, including night shifts. Fulfill emergency process requirements, including on-call duties, as necessary.Create and review Knowledge Base articles to document solutions for reuse.Offer feedback to technical support and development teams on product features and enhancements.Participate in team discussions to share best practices and learn about new technologies and applications.Develop and expand technical expertise by attending knowledge-sharing sessions, completing lab projects, accessing online training, and collaborating with peers.Create technical documents and guidelines to support internal and external stakeholders