Qualifications

• Advanced analytical skills for troubleshooting complex technical problems.
• Strong ability to build and maintain customer relationships.
• Experience in creating and utilizing knowledge management articles for improvements.
• Proven leadership skills to mentor and train team members effectively.
• Excellent communication abilities for collaboration across teams and with vendors.
• Commitment to continuous learning to keep pace with Nokia's evolving portfolio.
• Familiarity with software service processes and compliance requirements.
• Certification as an Emergency Engineer with operational disruption management experience.

Responsibilities

• Deliver 24/7 care support services for Nokia products and solutions.
• Troubleshoot, diagnose, and resolve technical issues while protecting customer data.
• Ensure compliance with SLAs and maintain high KPI performance.
• Collaborate with different support tiers and external vendors for effective issue resolution.
• Build and manage customer relationships through timely follow-ups and updates.
• Develop and maintain knowledge management articles to enable continuous improvements.
• Mentor and provide training to less experienced team members.
• Quickly restore operations during disruptions as a Certified Emergency Engineer.

Benefits

• Opportunity for continuous self-development and training.
• Engagement with a dynamic work environment focusing on advanced technology.
• Access to collaborative work with diverse internal teams and external partners.
• Involvement in high-stakes situations requiring emergency response expertise.