Family Description

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, optimising, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.


Fault management/configuration of CS & PS Core Network.(2G/3G/4G/Volte/IMS/5G)
Coordination with Project teams for HLD/LLD/TOL/Design reviews
Hand in Hand coordination with project for network integration activities
Handle the Trouble ticket/CR within SLA
Customer Issue handling and ensuring the end customer services are maintained
MOP/WI preparation for the activities and new learnings
Prepare, implement and verify the configuration and integration of a Node / System
Coordinating with care team for finding and analyzing the RCAs
Guiding team members to execute complex & critical configuration changes
Tracking of issues related to tools and timely escalation as per pre-defined matrix
Attending governance call with region and internal teams. Also responsible for analyzing and implementation of feedbacks from customers.

• Independently works within broad guidelines and uses best practices and knowledge on Controls technical resources for fault/incident & problem resolution : investigates and resolves Major service outages, reports Major service outage & Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident & problem management tool development feedback..

• Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems

• Takes responsibility for planning and executing a complex problem resolution, configuration, or other change request. contributes to the develops Methods of Procedure (MoPs) to be followed for performing specific, medium- to high-risk operations activities.

• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer\'s organization, on high impact complex incidents or risks.

• Translates to the next level of detail global standardized procedures / checklists to specifics for an MS customer.

• Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities.

• May act as leader for an MS functional team, coordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions.

• May monitor the set of tickets received by the Fault Management team , for complex problemmes , taking corrective action if there is a risk or breach of agreed service levels..

Candidate should have relevant technical experience on Ericsson IMS & CS, Packet Core Domain (3G/4G/5G Core Nodes CSCF,SBG,MTAS,IP Works, EMM,MSS,MGW,vEPG, vMME, SGSN,GGSN,PCC,PCG, etc) or SDM Domain ( HLR,HSS, UDM,AUSF,MMTEL etc)
Knowledge on Cloud Native Architecture and experience on Microservices, Kubernetes, Dockers, Containers
Excellent knowledge on Core IMS Architecture Interface and Protocols.
Must have Hands on Experience on /LTE/VoLTE/5G and SDM E2E call flows
Good exposure in IMS architecture with all the nodes
Good Understanding on Service Based Architecture concepts/Network Slicing
Call flows of 5G / LTE like Registration, Re-Registration, De-Registration, VoLTE Call, Break-in / Break-Out, Hand-over, roaming etc.

Impact

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.