Nsp L2 Care Rdc Manager

hace 2 semanas

Tlahuac, México NOKIA A tiempo completo

NSP L2 Care RDC Manager

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

Requisition ID

23000001O0

Network Infrastructure

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The team you will be a part of

Our Network Infrastructure (IN) includes IP, optical and network automation technologies and related services sold to our communication service provider customers and adjacent markets, including web-scale companies and enterprises.

The mission of the Network Infrastructure (NI) Business Group is to be the most trusted partner for the world's most critical network infrastructure. NI will respond to the ever-increasing demand for networks with higher capacity, excellent reliability, faster speeds, and lower costs.

What you will learn and contribute to

As part of the team, you will:

- Lead TAC team that may encompass workflows, practices and standards across the TAC engineers and bridge communications between TEC, R&D, Network Integration, Professional Services and Network Design.
- Escalate issues requiring RCA (beyond std. Sev1 Service Outage issues); provide issue/action status reports specific to technical support
- Act as Main Management Point of Escalation contact between customer and Nokia internal organizations for Maintenance technical issues
- Liaise closely with TEC management to ensure close relationship and responsiveness to customer needs.
- Routinely assess efficiency, effectiveness, and proficiency of the TAC team members.
- Lead TAC team and internal support function to ensure effectiveness and appropriate engagement with customer.
- Coordinate with CTS Managers/engineers proper communication to customers related to RCAs.
- Be a leader, make sure the TAC team is highly motivated to face new challenges at work

Your skills and experience

You have:

- Bachelor’s degree in a technical discipline such as Telecommunication, Electric or Electronic Engineering, or equivalent experience.
- Experience in providing post sales technical support and troubleshooting products of EMS/NMS portfolio.
- Knowledge of SNMP including v2 and v3 versions.
- Knowledge in Linux environments - RHEL /Cent-OS along with OS knowledge including Virtualized environments.
- Knowledge of Virtualizations and hypervisor technology (KVM, ESXi).
- Knowledge of dockers and Kubernetes.
- Strong expertise leading teams that troubleshooting software or Network problems.
- Expertise on leading teams that operates Lab procedures such as replicating the customer issues, testing the fixes from expertise center etc.
- Previous experience in Technical Support area.
- Experience leading and developing technical support teams in a TS service environment.
- Able to juggle priorities to meet deadlines without cutting corners.
- Follow up on and take responsibility for unresolved issues or escalations.
- Experience of driving change initiatives in a service environment.
- Experienced and conversant in Service Level Agreements and Operational Schedules.
- Able to identify Business Development opportunities.
- Technical understanding of TCP, IP MPLS solutions.
- Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management.
- Effective interpersonal and communication skills.
- Experience improving and developing the knowledge & skills of others.
- Able to work on own initiative to develop the team.
- Excited by the Internet and emerging technologies.
- Should be able to articulate technical issues / solutions to internal / external customers.
- Self-motivated (Does not require constant ‘oversight/assistance’ to get jobs done, etc.).
- Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, etc. quickly).
- Accountable and open to constructive feedback.
- Exceptional customer service skills. Placing customer needs first is an absolute requirement.
- Ability to objectively think and solve problems under pressure (Very important).

It would be nice if you also had:

- Knowledge on IP/MPLS, BGP, OSPF and other routing protocols is a plus.
- Knowledge on Open stack and any cloud technologies is a plus.
- NRS1, NRS2, 3PR, SRA qualifications as advantage.
- Experience working in IP Routing TAC and/or customer facing environment.
- Working knowledge o

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