Care Engineer

In this role with your advanced technical and product support knowledge you will thrive in the Care service delivery team. In this global,24x7 support environment, you will take ownership of complex troubleshooting cases, particularly at the solution/system level. You will also serve as the primary interface to R&D, escalating customer issues and ensuring their resolution through proactive follow-ups

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world. 

Our recruitment process

We act inclusively and respect the uniqueness of people. Our 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.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia. 

• Identify and proactively solves demanding problems and communicates them to key stakeholders.
• Lead as an expert in IMS/VoLTE technology area in customer issues via ticket handling and projects.
• Lead in emergency and 24/7 duty for global IMS customers and engage with virtual teams and collaborate to arrive at a feasible solution.
• Drive knowledge sharing in Org level and Immediate Team and enhance networking with Internal Stakeholders.
• Implement, integrate, acceptance tests, Care & R&D for telecommunication Bare metal, ATCA, VNF, Cloud Native Products like CSCF, iBCF, Application Servers, Session Border Controller, DNS and showcase Expertise in functional area such as Charging, Network Performance, Registration
• Manage 4G VoLTE Call flow like 4g-4g, eSRVCC, Conference, LI, Call Forwarding, TADS, Homing , S8HR , Multi Device ,5G VoNR etc. Should have good understanding of 5GC SA and Non-SA Architecture and Interfaces.
• Drive root cause analysis for complex customer tickets as subject matter expert.
• Promotes, creates and approves knowledge articles (author, reviewer, approver, coach).
• Provides customer and internal technical training or consultancy. 
• Reviews technical documentation and specifies features for supportability and maintainability.

You Have:

• Engineering Graduate in Telecom/IT/Computer Science/Electronics with 12+ years' experience in Telecom care/support role.
• Practical knowledge of OpenStack administration and Docker, K8S concepts, and their application in Cloud Native products.
• Hands-on experience with Protocols like SIP, Diameter, TCP/IP/SCTP, UDP, SOAP, HTTP2, SS7, M3UA, 5G Signaling Protocols.
• Lead the solutioning for the complex customer issues reported in emergency or standard tickets.
• Strong Communication Skills to manage and present complex cases and customer escalations with Customers and Internal Stakeholders

It Would be nice if you also had:

• Exposure or past experience of working on Nokia CFX-5000 & Nokia TAS, Nokia Session Border Controller, Cloud Native Communication Suite (CNCS) or either or.
• Flexible to travel for project/issue onsite in short notice and/or join customer critical activities. 
• Can manage uncertainty and pressure at work.