Care Technical Customer Advocate -IP
Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
Qualifications
- Required Skills – Technical
- Must be able to work independently on testing and integration of IP and cloud network infrastructure.
- Clear concept and strong technical domain knowledge in routing, switching & cloud.
- Good knowledge and hands-on experience of using IP/MPLS Protocols such as BGP, OSPF, ISIS, VRRP, LDP, RSVP-TE, Segment routing.
- Implementation Knowledge on L2 & L3 services using – VPLS / MP-BGP and EVPN / VxLAN
- Experience in troubleshooting Large L2 and L3 based VPNs
- Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues.
- Strong experience of Linux Operating Systems, including Red Hat, CentOS, and Debian
- Exposure to virtualization and cloud technologies such as OpenStack, virtual networking, distributed programming, Linux containers, and SDN/NFV
- Good understanding of modern Intel platform architecture and platform advancements in CPU micro-architecture, cache and memory, IO and virtualization, etc.
Work Environment
- Work closely with key customers alongside of regional business development teams to develop, validate and as needed, help to execute complex solution designs, deployment/integration/migration scenarios.
- Work closely with other Post-Sales engineers and product management team to develop common set of IP & Cloud solutions in agile software development based upon diversified suites of requirements and use cases from carriers, cloud service providers and large enterprises.
- Deploy & commission IP & SDN networks in large service providers and enterprise networks
- Execute Migration strategy & MoP’s for brownfield deployments
Knowledge & Experience
Management experience
Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents.
Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.
Responsibilities
• Represents the Technical Support Service in front of customer, managing difficult situations and conflict resolutions. (Note : CTCA is a dedicated role, EG only for customer(s) that is assigned to)
• Represents customer (interests) within Nokia for Technical Support Service activities.
• Provides customer-facing communication regarding operational, technical and quality issues. Makes timely recommendations to customer.
• Provides analysis of product release notes and alerts to the customer.
• Provides technical guidance for upgrades / retrofits, if within the scope of SWS.
• Supports Emergency Management (EM) team in technical aspects of outage management.
• Maintains information about customer network in relevant databases.
• Supports Care Program Management (CaPM) from a technical stand point.
• Is responsible along with / Coordinates with Care Program Management (CaPM) for customer satisfaction.
• Keeps aware of network health from SWS perspective.
• Keeps technically abreast with NPI and rollout activities of the customer.
• Keeps aware of tendering negotiations (SWS scope) for the customer. Can make suggestions or raise concerns.
• Shares sales opportunities with Care Program Management (CaPM) or Sales.
• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues contributing to improve products or services.
• Has business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Shares initial ideas for professional direction of own organisational unit.
• Acts as a professional advisor and mentor for workteam / taskforces.