Customer Care Technical Manager

South Africa

Come create the technology that helps the world act together

We are a B2B technology innovation leader pioneering the future where networks meet cloud. 

At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world. 

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work. 

As Nokia’s 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. 

The team you’ll be part of

Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

As Nokia’s 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.

The Customer Care Technical Manager mission is to ensure customer network availability, taking the ownership of the solution in the assigned customer(s). Must have strong technical skills of Nokia CNS portfolio but holds the needed knowledge of the solutions, designs, and customizations of a customer´s network. This allows the detailed technical understanding to execute the job in accordance with the seniority required. Must ensure care technical processes are being followed and well documented to secure the network stability and performance. Will support the internal peers and the Customer Care Manager acting as the primary interface in technical issues for customer during care phase operations.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

Job Key Tasks & Responsibilities

• Works together with the Customer Care Manager and Delivery teams to act as the Customer E2E technical lead.
• Supports Customer Care Manager from a technical standpoint.
• Is responsible along with Customer Care Manager for customer satisfaction.
• Is knowledgeable of the Customer’s deployed solutions, customizations, current software releases, and how it impacts the overall network operation.
• Maintains information about customer network installed base including solution and design documents.
• Primary technical interface working closely with customer technical team and Nokia support teams for clarifications regarding customer network and solutions as well as managing difficult situations and conflict resolutions.
• Acts as E2E technical advocate on behalf of customer to support resolution during CARE incident management, including critical and outage incidents.
• Provide guiding function for complex scenarios, (i.e., telco cloud) to minimize service impact and reduce restoration times.
• Solves complex problems analytically using best judgment.
• Provides customer-facing communication regarding operational, technical, and quality issues. Makes timely recommendations to customer including analysis of Product Technical Notes, Release Notes, Urgent Bulletins, and Alerts.
• Working together with Care Program Manager to assure all technical aspects of Delivery to Care Process are covered and follows-up on pending topics.
• Regularly follows-up on raised tickets for pending actions from Customer or from Nokia support teams.
• Ensures disaster recovery restoration Method of Procedure (MoP) is in place for the installed base, when applicable (usually Cloud Solutions) OR aware of the disaster recovery mechanism for the specific customer.
• Ensure Change Management Process (Live Network Intervention) is followed in all executed activities.
• Aware of capacity, and license utilization status in customer network.
• Provides technical guidance for HW/SW upgrades / retrofits, depending on contractual obligations.
• Technically aware of NPI and/or other projects within the customer network.
• Aware of tendering negotiations with the customer. Can make suggestions or raise concerns.
• Drives the usage of automation tools to the furthest level possible. And actively participates as contributor in the Design for Serviceability process.
• Validates the workload involved and expertise needed related to technical tasks. Ensures resource management related to technical tasks regarding forecast, allocation, induction, release, and expertise needed.

Key KPIs to measure Role Success

• YoY Reduction in number of Confirmed Outages with Restoration Time exceeding SLA for the assigned Customer(s).
• Supporting CaPM to meet customer SLA target
• Supporting CaPM & Market to meet KPIs commitment
• Acquire the assigned trainings successfully (CCTL L3 Certification during the 1st year of employment)
• Critical Bulletin Task Tracking for the assigned Customer(s) (no pending actions from previous Quarter).

KEY SKILLS AND EXPERIENCE

Your skills and experience

Care Technical Manager role requires a mix of the technical management, project management and Care skills. The candidate must be highly independent and self-directed. Develops plans, measures effectiveness. Assesses customer relationships and service levels. Can develop and implement complex and innovative concepts. Problems require searching and selecting. Anticipates problems, seeks opportunities. Models creative and innovative work methods. High collegial interaction.

10-15 Years of relevant experience

Technical Management experience to handle the below products is a must: 

• IMS (CFX, SBC, NTAS, NetNumber products, MRF, NPC, CSD, etc…)
• SDM (One-NDS, SDL, HSS, HLR, etc…)
• CS (MSS & MGW)
• Cloud (VMware, CBAM, CBIS, NCP, etc…)
• FlowOne
• Home Analytics and Network Insights

Critical situations and emergencies handling, ability to drive an emergency into recovery and resolution, directing the case handling teams into the right direction and handling the customer technical team. Multi-Domain technical background to enable you to technically challenge other domains (IP, Radio, etc..). Care technical management governance with customers, ensure SLAs are met and handle customer concerns.

About Us

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

What we offer

Nokia offers 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

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.

Apply Now

Job Info

• Job Category Customer Services
• Posting Date 01/13/2025, 06:41 AM
• Locations 23 Magwa Crescent, Waterfall City, Midrand, 2066, ZA
• Apply Before 01/31/2025, 06:41 AM
• Job Schedule Full time
• Role Type Individual contributor
• Job Identification 15536

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