Optical Transport Network TAC Engineer (1830 PSS)

Mexico (Hybrid)

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

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.

Responsibilities

• Provide remote technical support on Optical DWDM / OTN / VWDM communications products and networks to a global customer base. It includes isolating issues within a customer DWDM / OTN / VWDM network and guiding the customer on how to rectify the problem (s) identified, amongst several other things.
• The main products that the candidate would be providing support on are:
• 1830 PSS product family (PSS-1, 4, 8, 8x, 12x, 16, 24, 24x 32, 32S, 36, 64, VWDM)
• Optical NMS product family (NFM-T, 1350 OMS)
• This professional is also responsible for ensuring that defined processes update work records (Sales Force Cases) associated with each issue and that all metrics relative to the contractual commitments are, at the very least, met or exceeded.
• Create and maintain customer relationships on a day-to-day basis. Maintain a high level of customer satisfaction by providing services fully compliant with the SLA.
• Provide remote technical support to all customers on 1830 PSS equipment and networks via telephone. On some occasions, travel may be required on short notice.
• Assist both internal and external customers with the isolation of problems within a 1830 PSS network and develop solutions to rectify reported issues.
• Identify potential patterns of issues observed in the field (i.e Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Nokia. 
• For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks. 
• Each customer issue is tracked using the trouble ticket database. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the Nokia processes. 
• Be available to work during off-business hours (i.e after 5pm) and on call rotation (On-call 24hrs / day for a predefined period at a time). 
• Be available to travel on a short notice (i.e 1 day) for trips of short duration. Expected yearly travel is low (~10-15%). 
• Follow all Nokia Information Security policies and guidelines including ISMS (ISO27001 program)

REQUIRED SKILLS

• Bachelor’s degree in Telecommunication, Electrical or Systems Engineering.
• Fluent in the English language (Verbal and written). Mandatory.
• Fluent in Spanish (Verbal and written). Mandatory.
• Should be able to articulate technical issues/solutions to internal/external customers.
• Self-motivated (Do not require constant ‘oversight/assistance’ to get jobs done, etc.).
• Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, e.t.c quickly)
• Accountable and open to constructive feedback.
• Exceptional customer service skills. Placing customer needs first is an absolute requirement.
• Ability to objectively think and solve problems under pressure (Significant)

It would be nice if you also had:

• Experience working in an R&D and/or customer-facing environment.
• At least 03 years working knowledge of the following Nokia products would be desired but not necessary (Training will be provided to the right candidate):

1. 1830 PSS product family (PSS-4, 8, 8x, 12, 12x, 16, 24x, 32, 36, 64, VWDM)
2. Optical NMS (NFM-T, 1350 OMS

• At least 03 years working working knowledge of Optical DWDM / OTN / WDM theory/operation desired but not necessary (Training will be provided to the right candidate).

Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

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.

About Us

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About the Team

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise. 

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Job Info

• Job Category Customer Services
• Posting Date 02/16/2024, 03:34 PM
• Locations Boulevard Manuel Avila Camacho No. 5, Naucalpan de Juarez, 53390, MX (Hybrid)
• Apply Before 04/16/2024, 03:34 PM
• Degree Level Bachelor’s Degree
• Job Schedule Full time
• Role Type Individual contributor
• Disclaimer Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity.

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