Senior Optical Transport Network Management Systems Specialist

hace 2 semanas

Naucalpan de Juárez, México Nokia A tiempo completo
Job Summary

We are seeking a highly skilled Senior Optical Transport Network Management Systems Specialist to join our team at Nokia. As a key member of our Customer Services organization, you will be responsible for providing system-level pre- and post-sales support for our Optical NMS customer base.

Key Responsibilities
  • Provide remote technical support on Optical NMS products and networks to a global customer base, including isolating issues within a customer DWDM/OTN/SDH network and guiding the customer on how to rectify the problem(s) identified.
  • Ensure that defined processes update work records (Sales Force Cases) associated with each issue and that all metrics relative to the contractual commitments are met or exceeded.
  • Create and maintain customer relationships on a day-to-day basis, maintaining a high level of customer satisfaction by providing services fully compliant with the SLA.
  • Provide remote technical support to all customers on NMS platforms and networks via telephone, with occasional travel required on short notice.
  • Identify potential patterns of issues observed in the field and take the lead in documenting, reporting, and tracking these issues to resolution.
  • For outages, identify the impact of the outage and changes made to the customer network, ensuring outage situations are documented per guidelines to meet contractual root cause analysis obligations.
  • Manage and communicate the related risks, ensuring that each customer issue is tracked using the trouble ticket database and that tickets/records for each issue are continuously updated and maintained per the Nokia processes.
Requirements
  • Experience with network management system platforms (KVM, VMWare) and concepts about fiber optic transport and switching protocols.
  • Ability to work effectively in a mixed environment and use best practices and knowledge of internal or external business issues to improve products or services.
  • Advanced analytical skills to solve complex problems or problems that do not have routine solutions.
  • Ability to lead projects with manageable risks and resource requirements or small teams, handle day-to-day staff management issues, and manage day-to-day operational performance, workload, and efficiency of the team.
  • Ability to ensure that optimised resources based on business demand are continuously available and that the skills of the entire team are identified and tracked.
What We Offer

As a Senior Optical Transport Network Management Systems Specialist at Nokia, you will have the opportunity to work with a global customer base, develop your technical skills, and contribute to the success of our Customer Services organization.

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