Job Description
Job Description Please note that relocation won't be offered, the candidate must be located in North America Dedicated Maintenance Engineer (DME) professionals are Subject Matter Experts co-located within the country to which the customer resides. The DME provides customers with a variety of customer-focused maintenance specific deliverables, acting as the key resource differentiator for delivery of Technical Support Platinum service. Included but not limited to acting as Proactive liaison (recommendations, implementation of customer approved action plan, etc.) & forensic specialist for Optical networks.
Responsibilities - Act as the single point of contact between external customer and Optical technical functions pertaining to Proactive Service, activities specific to achieving Restore meeting SLA requirements, with privileged access to customers network for performing limited unsupervised adjustments (more expansive adjustments w/customer supervision)
- Communicate changes required within the customers network, defining priority, potential impact of no action, expected improvements and any risks associated with change as well as oversight into specifics that may impact tailored or unique implementation of solutions involving IPR products (adds, moves, changes)
- Review performance against SLA and expected improvements / alleviation of specific problems or potential future occurrence of problems on a regular and on a as needed basis providing insight into real & potential threats that may be lurking in their networks (software & hardware)
- Provide recommendations and/or direct actions that will circumvent an outage or lessen the severity if an underlying problem surfaces using supporting analytical analysis of trends specific to their network and those which correlate to the global customer installed base
- Replicate customer environment covering critical network elements (in a Virtual, Simulator, or physical lab) aiding in expediting problem analysis and communication with customer operational experts.
- Designing maintenance and troubleshooting procedures / methods based on the customer network including support file extraction, failure & alarm logs, in conjunction with Nokia secured regional storage locations and analytical tools (e.g. HCT, TS Helper, TS Portal, Bug Scrub scripts, etc.)
- Verifies circuits, equipment, stats and alarms; identifying and escalating potential problems where more extensive analysis, debug capabilities or expertise is required to address problem or quantify exposure
- Retainer of most intimate knowledge of customer network in terms of all technical aspects surrounding Optical content - Maintains a shared repository of most current relevant network details to aid in expediting AR restore / resolve times
Qualifications - Bachelor's degree in Engineering, or equivalent level of education / experience
- 5-10 years of technical experience, including customer engagements, meetings and internal strategies
- Must be able to quickly and easily master new technologies and evolving standards in various customer business disciplines. Must have experience working with product support teams and Optical product lifecycle issues;
- Must have excellent written and verbal communication skills for internal communication. Must have excellent customer communication etiquette and presentation skills. Must be comfortable being an Optical protocol and products "expert" within Nokia and driving other departments and teams toward most effectively realizing a superior support experience for the customer.Is certified with the Optical Network Certification - Architect certification
- Working knowledge, at the Nokia L2 level, of the 1830 PSS product family
- Working knowledge of Optical DWDM / OTN theory and Operation
- Senior level experience with working, at the L2 level, on the 1830 PSS product family
- Strong communication skills (technical, business acumen, trustworthiness)
- Ability to work remotely with customers and internal teams (technical and non-technical)
- Ability to methodically troubleshoot network issues and perform fault isolation - possesses good problem-solving skills and troubleshooting instincts
- Ability to work on unseen problems and emergency situations
- Ability to prepare and deliver regular and frequent reports on the network health and its usage to customer and internal teams
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.
Additional Information US/Canada Nokia Offers a comprehensive benefits package that includes but is not limited to:
- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability, and long-term disability
- Life insurance, and AD&D - Company paid 2x base pay
- Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
- Paid time off for holidays and Vacation
- Employee Stock Purchase Plan
- Tuition Assistance Plan
- Adoption assistance
- Employee Assistance Program/Work Life Resource Program
The above benefits exclude students.
Disclaimer for US/Canada 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.(Check the salary ranges in the job info section for this role)
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified. 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. Nokia
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