- Develop and maintain a thorough understanding of the customer’s deployed solutions, network architecture, customizations, software releases, and operational procedures.
- Act as the primary technical point of contact for customer technical teams regarding operational and technical issues.
- Provide technical guidance and recommendations concerning network performance, software maintenance, and operational improvements.
- Ensure adherence to Change Management processes and procedures during all Live Network Intervention activities.
Incident & Problem Management
- Serve as the End-to-End technical advocate for the customer during incident management processes.
- Coordinate and support the resolution of critical, major, and outage incidents involving Nokia support organizations.
- Lead technical investigations and troubleshooting activities for complex service-affecting issues.
- Perform analytical problem-solving and root cause analysis for complex technical challenges.
- Continuously monitor and follow up on raised support tickets, ensuring timely actions from both customer and Nokia support teams.
Customer Relationship Management
- Build and maintain strong working relationships with customer technical and operational teams.
- Manage technical escalations, difficult situations, and conflict resolution activities.
- Provide regular customer-facing communications regarding operational status, technical concerns, quality matters, and incident progress.
• Review and communicate relevant Product Technical Notes, Release Notes, Urgent Bulletins, Alerts, and software-related recommendations.• Maintain expert-level knowledge of • Nokia Packet Core products, including:
o CMM
o CMG
o NRD
Service Delivery & Lifecycle Management
- Work closely with the Technical Manager to ensure all technical aspects of the Delivery-to-Care process are completed successfully.
- Follow up on open technical actions and outstanding deliverables during service transitions.
- Provide technical support and guidance for:
o Hardware upgrades
o Software upgrades
o Retrofits
o Network modernization activities
- Ensure service-impacting activities are planned appropriately to minimize risk and reduce restoration times.
Network Evolution & Strategic Support
- Maintain awareness of New Product Introduction (NPI) programs and other ongoing projects within the customer network.
- Support complex environments, including Telco Cloud deployments and virtualized network functions.
- Stay informed of customer business developments, including tendering and procurement activities.
- Provide technical feedback, recommendations, and risk assessments related to evolving customer requirements.
