Customer Care Technical Lead

As a Customer Care Technical Lead (CCTL) at Nokia, you will be the pivotal technical liaison between our customers and the Nokia Care organization, ensuring seamless communication and resolution of complex technical issues. You will collaborate closely with the Customer Care Lead (CCL) and delivery teams, advocating for customer interests and driving the technical aspects of service delivery. This role is situated within a passionate team committed to customer satisfaction, where innovation and problem‑solving are highly encouraged.

In this fast‑paced, dynamic environment you will take charge during critical incident management, providing expert guidance and strategic insights to enhance network performance and reliability. As a leader, you will empower your team, fostering a culture of collaboration and knowledge sharing while navigating the exciting challenges of next‑generation telecommunications technology.

• Act as the primary technical liaison between customers and Nokia support, serving as an end‑to‑end technical advocate during incident management (including critical outages) and supporting the Customer Care Lead (CCL).
• Maintain customer network documentation, provide technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solve complex problems.
• Deliver customer‑facing communications on operational and technical issues, make recommendations based on technical notes, ensure SLA compliance and KPI quality, and follow up on tickets.
• Ensure disaster recovery procedures are in place, adhere to change management processes, provide technical guidance for upgrades, drive automation, contribute to Design for Serviceability, and foster knowledge management.
• Validate technical task workloads, manage resource allocation, support delivery to care handovers, and provide 24×7 emergency support.

• Education & Experience:
  
  A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred. 8+ years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities.
• Technical Expertise (Core Network & Protocols):
  Excellent knowledge of 3
  
  GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud). Proficiency in network management and monitoring tools.
• Cloud & Virtualization:
  Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm). Experience with Linux & Windows, including scripting (shell, Python). Knowledge of Dev Ops and CI/CD methodologies.
• Customer Support &
  
  Soft Skills:
  
  Strong leadership, interpersonal, and team/vendor management skills. Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on‑call rotations. Experience managing escalations and coordinating resources across cross‑functional teams. Excellent written and spoken English communication skills, with the ability to convey complex technical ideas.
• Tools & Methodologies:
  Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes. Proficiency in Microsoft Office applications (Excel, PowerPoint, Power Apps, Power
  
  BI, Planner, Teams).

• Financial literacy, encompassing the ability to interpret financial statements, perform financial analysis, create budgets, and efficiently manage operational costs.

Join us in creating the technology that helps the world act together.

We are a B2B technology innovation leader, pioneering networks that sense, think and act, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future.

Learn more about life at Nokia.

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