$45000 - $50000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
You will lead and coordinate our deliverables, setting high standards and making sure we are on top of quality.
Your responsibilities will be, not limited to:
· Lead project implementation, being responsible to address the scope of work and break it down into activities and tasks.
· Lead people during project execution, ensuring they are doing right work in the correct approach, based on our Mode of Operation and process guidelines
· Interact with different market services team to understand customer requirements and project needs. You will be in constant communication to project managers, technical managers, and solution architects.
· Ensure people are using properly tools we have available to deliver our work
· Focus on delivery services, instead of resource allocation. You should be responsible to deliver a scope of work, having time, costs, and scope under your control.
· Provide operational leadership for all customer engineering activities including active participation in technical and people leadership, ongoing review of cost effectiveness, quality and timelines of customer engineering deliverables and identification and execution of corrective actions as necessary.
· Planning of medium- and long-term team staffing needs and recruitment of extra staff when required.
· Goal setting and performance management of team members.
· Build detailed network, solution and design knowledge of customer solutions deployed in the local market
· Build training needs to build a high-performance local team with the highest levels of skills in the technologies that are relevant to the local marketplace.
· Demonstrate the highest levels of “ONE TEAM” spirit working with the PM, Pre-sales, Sales teams to provide the best outcome for our customers
· Provide input and guidance to internal IP BDM and Customer Delivery teams to assist with pre-sales activities - POC's & Field Trials
· Working closely with technical lead, developers and testers from different locations, time zones.
· Build close relationships with both internal and external stakeholders
· Help troubleshooting and fixing issues related to project implementation
· To provide hands-on technical leadership for all IP customer engineering activities in an account. It covers a wide range of IP/MPLS & Data Center products and solution.
· Cloud experience and relevant experience, mainly related to AWS, OCP or Azure
· Work together with Care Program Manager and Support teams to define maintenance needs for the customers and support its implementation.
· Establish processes and workflows for the team
· Represents the Technical Support Service Organization in front of customer, managing difficult situations and conflict resolutions.
· Awareness of your customer’s pain points and coordinate cross functional teams to get the customer the best outcome.
· Approve publication of articles and/or Technical Alerts before distribution towards his customer.
· Represents customer (interests) within Nokia for Technical Support Service activities.
· Support Care Program Manager/CUSTOMER TECHNICAL ASSOCIATES in FMA & DOA tracking for HW to determine any systemic failure
· Provides customer-facing comms regarding operational, technical and quality issues (inc timely recommendations to customer).
· Help Care Program Manager/CUSTOMER TECHNICAL ASSOCIATES to ensure that backend support is available in case of critical issue
· Support Care Program Manager/CUSTOMER TECHNICAL ASSOCIATES get the regular executive update from TEC/R&D on critical issues for customer communication
· Act as “Certified Outage Technical Manager "(COTM) – COTM certification is required.
· Supports Care Program Manager/CUSTOMER TECHNICAL ASSOCIATES Maintain information about customer network in relevant databases.
· Participate and/or organize (where applicable) to customer technical meetings related to Technical Support performance reporting and progress on technical issues
· Weekly update to respective BC head on the status of any going customer field issue & its progress on resolution.
· Provides Heads up to respective BC head in case of any Critical case reported, planned upgrade activities, Migration & etc in customer network
· Provides technical guidance for upgrades / retrofits, if within the scope of SWS.
REQUIRED SKILLS
· 10-15+ years industry experience including 5+ years hands-on experience with design, implementation & migration of large networks
· 5+ experience in people management roles is desirable
· Bachelor or master’s degree in engineering discipline
· Solid experience in handling of complex and big projects involving multiple teams and products.
· Effective in multi-tasking under time and resource constraint
· Experience in handling of crisis and management escalations
· Deep understanding of IP/MPLS architectures, BNG Solutions and Data centre applications
· Strong Process oriented approach
· Strong analytical skill and ability to manage difficult situations
· Strong customer communication and management skills
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
10-15+ years industry experience
5+ years hands-on experience
Manufacturing
On going position
In-person