Alcatel-Lucent Hiring for Manager Technical Support at Noida, India Full Time

Manager Technical Support

Noida, Uttar Pradesh, India (https://aluperf.referrals.selectminds.com/jobs/82981/other-jobs-matching/location-only)

New

3 additional locations

Chennai, Tamil Nadu, IndiaBangalore, Karnataka, India (https://aluperf.referrals.selectminds.com/jobs/82981/other-jobs-matching/location-only?location_id=2911) India

General Management

CNS Cloud and Network Services

2200000APE Requisition #

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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.

The team youll be part of

Providing L2 level technical support through Case handling process for Nokia Core products in CS/VoLTE, IMS, DN, Packet Core, Policy domain. Participating in special projects (e.g. customer pilots and task forces) and in troubleshooting activities which require remote and on-site support. Member of 24/7 emergency on-call rotation. Participating escalation management and product support practice development activities.

As Nokias growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

What you will learn and contribute to

• Manager Technical support is responsible for functional, resource, competence, and people management of customer support / services engineer team(s) providing Care SW Services. Also responsible to drive and fulfil Care SW Services (case handling, emergency services).

• KPIs on customer(s) / market(s) level with highest quality.

• Provides escalation support and assistance in the delivery of software services, when applicable. Monitors and guides professional developments of team / organisation / business and strategy for a business-relevant organisational unit, quality, speed, and cost management responsibilities.

• Control and co-ordinate the technical expertise and functions within the section to ensure network performance and availability meet or exceed SLA’s target

• Ensures the skills of the entire team are identified and tracked. Is responsible for the teams’ readiness while developing competencies with appropriate trainings.

• Ensures Care processes adherence and track the team / service KPIs for continuous improvement, drives case-handling process adherence, KPI management / improvement, case escalations, corrective actions implementations and cost-tracking for respective customer(s) / market

• Contributes to development of concepts to determine professional direction of own organisational unit and influences strategic decisions within professional area that affect the performance of the subfunction (EG a subset of a function, typically consisting of several areas with independent budgets

  Additional information:

  • Co-ordinate with support team of other BGs in order to make sure NOKIA has a global E2E control of the solution offered to the customer

  • Be part of on-call rotation

  • Tenacious in front of complex issue

  • Share know how with rest of the team to build the E2E expertise

  • Collaborate with peers contributing with his area of competence

  Technical domain:

  • Expertise in IMS/VoLTE/SDM/Packet core technology.

  • Knowledge of Cloud and IP network would be a plus.

  What we offer

  Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

  Nokia is committed to inclusion and is an equal opportunity employer

  Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere

• Gender-Equality Index by Bloomberg

• Workplace Pride Global Benchmark

• LGBT+ equality & best place to work by HRC Foundation

  At Nokia, we act inclusively and respect the uniqueness of people.

  Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.We are committed to a culture of inclusion built upon our core value of respect.

  Join us and be part of a company where you will feel included and empowered to succeed.

Additional Information