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
Lead the resident engineers team
work also as a resident engineer for the customer
WORKING MODE
Provide Local RTS to the customer and occasional site visits for Consultation
Interactions with customers, technical experts, intervention centres & Welcome Centres
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
