Customer Care Technical Lead

LTTS Dell Offsite Centre - Mexico City, Mexico - Job Description & Skill Requirement: Years of experience -> 6- 8+ in Telecom Industry 6-8+ years' experience in Telecoms industry (a plus working in a Customer Support environment) Proficient in the English language, both spoken and written Strong leadership, interpersonal, and communication skills A strong understanding of networking concepts, protocols (like TCP/IP, Ethernet, etc.), and network devices (routers, switches, etc.) is essential. Knowledge and/or experience with Cloud Computing, VNF/CNF, Helm, Ansible, Microservices, Grafana, OpenStack, Containers, Docker, Kubernetes Understanding of automation principles, orchestration tools, and concepts like configuration management (Ansible, Puppet) is crucial. Knowledge experience on Nokia Digital Operations - Nokia Orchestration Center (NOrC), Nokia Assurance Center (NAC), FlowOne, and Unified Inventory ( UIV) Wireless Telecom Experience: 8+ years in the industry, with 6+ years in customer support, utilizing helpdesk tools and participating in 24x7 on-call support. - Technical Expertise: In-depth knowledge of 3GPP standards, 3G/4G/5G protocols, call flows, TCP/IP, network security, and core network functions. - Applications Proficiency: Extensive experience with Analytics, Charging, Mediation, Digital Operations, Security and related functions (Nokia experience is a plus). - Database Knowledge: Redis, MariaDB, Oracle, Aerospike, Postgre SQL - Protocol Knowledge: Diameter [Gx,Rx,Sy], SFTP, FTP, REST, 5G, SS7, LDAP, 5G HTTP - Cloud and Virtualization Skills: Working experience with Cloud Native, VNF/CNF, Microservices, OpenStack, Containers, Docker, Kubernetes (K8s), and Helm. - System Logging & Monitoring: Kibana, Prometheus, Grafana, alarms, KPI/counters - File Formats: Knowledge on XML, JSON, ASN.1, ASCII - Scripting and Software Skills: Proficiency in scripting languages (Python, bash) and - Leadership and Communication: Strong leadership, interpersonal, and communication skills; experience managing escalations and coordinating resources. Excellent written and spoken English communication skills. "L&T Technology Services LTD is an equal opportunity employer and is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require any accommodations to participate in the recruitment process or to perform the essential functions of the job, please let us know. We will work with you to provide reasonable accommodations in accordance with applicable law." **Job Requirement** - Skills: NORC, NAC and UIV on AWS NCM/NCLM (bare metal)NIAM Nokia Mediation (NCOM, NCD, NCS) in this solution. UPG/FlowOne on NCS DRE on AWS (UIV highly customized) Kubernetes Job Description & Skill Requirement: Primary technical liaison between the customer and Nokia Care organization for technical support activities - Support ticket review / Product deployment / Patch Update / SW Upgrade - Support Emergency / Critical Cases / Escalation incidents relating to Customer network - Help the support team to escalate the issues to R&D and expedite the resolution (as needed) - Prepare support ticket performance graphs and present them to the customer in QRR (quarterly) - Experience in a customer support environment, participating in 24/7 emergency on-call support, communicating complex technical ideas in writing, presentations, and in face-to-face meetings. - Experience in escalation management across cross-functional teams (e.g. Technical Support, Services, Sales, Product Development, etc.) and corralling resources as necessary to resolve problems. - Knowledge and experience in Technical Support and Project Management (knowledge of Nokia process is a plus) - Business understanding and development - Proficient in the English language, both spoken and written, as it pertains to the CTCA services scope. Skills:' NORC, NAC and UIV on AWS NCM/NCLM (bare metal)NIAM Nokia Mediation (NCOM, NCD, NCS) in this solution. UPG/FlowOne on NCS DRE on AWS (UIV highly customized) Kubernetes Qualification: Btech/BE/PMP/MS/Mtech "L&T Technology Services LTD is an equal opportunity employer and is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require any accommodations to participate in the recruitment process or to perform the essential functions of the job, please let us know. We will work with you to provide reasonable accommodations in accordance with applicable law."