Customer Technical Advocate - IP PTCL
ION IP Optical Networks
Islamabad, Pakistan, Pakistan
3d ago

About IP Optical Networks Our IP / Optical Networks business group (ION) includes IP, optical and network automation technologies and related services sold to our communication service provider customers as well as adjacent markets including webscale companies and enterprises.

Our comprehensive wide area networking (WAN) solutions enable our customers to build and operate automated, secure, and high-performance networks at massive scale helping to interconnect people and things from any broadband access modality to and among - edge clouds, central clouds, the Internet, and other services and data centers.

ASSIGNMENT

Primary PoC for MS / Customer, Global TAC and Nokia Care Management

Develop good relationships, customer trust and negotiate conflict resolution

MAIN ACTIVITIES

Prepare RCA and Incident reports / documentation

Customer Technical Meetings

Supervise / Guide Care Engineer

EME / Outage / Cases Technical management

Control / Guide / Alert regularly on upgrades of Install Base in Customer network

Maintain customer satisfaction by assisting providing services that are fully compliant with the SLA

Ensure proper cases’ follow-up and escalation

Keep an eye on business opportunities (including proactive maintenance services), inform and support sales and business development team to capture the new business based on general knowledge of customer contracts, project management and issue resolution skills

Lead Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues / outages in the customer network

Lead network performance analysis in order to assess the impact of a problem and to solve customer service related issues

Follow up with the customer to support scheduling and implementation

Clear understanding of technology, customer solutions and network

Timely notification anomalies with respect to products and their operational configurations, in order to avoid known issues in Customer network which may have potential operation impact.

Analyze if a Technical Alert is applicable to the customer and propose Action Plan

Manage Nokia Care Tools

Good understanding of Nokia are documentation and Care Escalation matrix

WORKING MODE

Provide Local RTS to the customer and occasional site visits for Consultation

Interactions with customers, technical experts, intervention centres & Welcome Centres

Qualifications - Internal

Job Grade / Level : 9

COMPETENCIES

Theoretical and practical (testing, troubleshooting) knowledge of IP / MPLS routers is required

Desirable knowledge of 7x50 SR Family Products

As an SRC NRSII engineer, or highly experienced and transitioning NRSI engineer.

Retain a working knowledge and skill set encompassing Layer 2 & Layer 3 VPN technologies as well as IP routing protocols (e.

g. OSPF, ISIS, BGP, Multicast : PIM, IGMP & QoS) with prior experience with IP / MPLS Networks, addition knowledge for Nokia BNG solution is preferred.

Strong communication skills (technical, business acumen, trustworthiness)

Ability to prepare and deliver weekly or monthly reports on the network health and its usage to customer and internal teams

Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges.

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

Nokia culture welcomes people as their true selves. Come create the technology to connect the world.

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