Customer Care Technical Lead

hace 3 días

Xico, México L&T Technology Services Limited. A tiempo completo

Location LTTS Dell Offsite Centre - Mexico City, Mexico Job Description & Skill Requirements 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 Understanding of networking concepts, protocols (TCP/IP, Ethernet, etc.), and network devices (routers, switches, etc.) Knowledge and/or experience with Cloud Computing, VNF/CNF, Helm, Ansible, Microservices, Grafana, OpenStack, Containers, Docker, Kubernetes Understanding of automation principles, orchestration tools, and configuration management (Ansible, Puppet) Knowledge/experience with Nokia Digital Operations (NOrC), Nokia Assurance Center (NAC), FlowOne, 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, core network functions Applications Proficiency: Analytics, Charging, Mediation, Digital Operations, Security and related functions (Nokia experience is a plus) Database Knowledge: Redis, MariaDB, Oracle, Aerospike, PostgreSQL Protocol Knowledge: Diameter (Gx,Rx,Sy), SFTP, FTP, REST, 5G, SS7, LDAP, HTTP Cloud and Virtualization Skills: Cloud Native, VNF/CNF, Microservices, OpenStack, Containers, Docker, Kubernetes, Helm System Logging & Monitoring: Kibana, Prometheus, Grafana, alarms, KPI/counters File Formats: XML, JSON, ASN.1, ASCII Programming/Scripting Skills: Python, Bash Leadership and Communication: Experience managing escalations and coordinating resources Specific 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 Responsibilities 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 elevate issues to R&D and expedite resolution (as needed) Prepare support ticket performance graphs and present them to the customer in QRR (quarterly) Experience participating in 24/7 emergency on‑call support and communicating complex technical ideas in writing, presentations, and face‑to‑face meetings Escalation management across cross‑functional teams (Tech Support, Services, Sales, Product Development) and corralling resources as necessary to resolve problems Knowledge and experience in Technical Support and Project Management (Nokia process knowledge is a plus) Business understanding and development Proficient in English language, both spoken and written, as it pertains to the CTCA services scope Qualifications BTech or 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. #J-18808-Ljbffr

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    hace 3 días

    Xico, México L&T Technology Services Limited. A tiempo completo

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