Customer Support Engineer - Packet Core

YOUR ROLE

•    Develop and maintain a thorough understanding of the customer’s deployed solutions, network architecture, customizations, software releases, and operational procedures.
•    Act as the primary technical point of contact for customer technical teams regarding operational and technical issues.
•    Provide technical guidance and recommendations concerning network performance, software maintenance, and operational improvements.
•    Ensure adherence to Change Management processes and procedures during all Live Network Intervention activities.
Incident & Problem Management
•    Serve as the End-to-End technical advocate for the customer during incident management processes.
•    Coordinate and support the resolution of critical, major, and outage incidents involving Nokia support organizations.
•    Lead technical investigations and troubleshooting activities for complex service-affecting issues.
•    Perform analytical problem-solving and root cause analysis for complex technical challenges.
•    Continuously monitor and follow up on raised support tickets, ensuring timely actions from both customer and Nokia support teams.
Customer Relationship Management
•    Build and maintain strong working relationships with customer technical and operational teams.
•    Manage technical escalations, difficult situations, and conflict resolution activities.
•    Provide regular customer-facing communications regarding operational status, technical concerns, quality matters, and incident progress.
•    Review and communicate relevant Product Technical Notes, Release Notes, Urgent Bulletins, Alerts, and software-related recommendations.•    Maintain expert-level knowledge of • Nokia Packet Core products, including: 
o    CMM
o    CMG
o    NRD
Service Delivery & Lifecycle Management
•    Work closely with the Technical Manager to ensure all technical aspects of the Delivery-to-Care process are completed successfully.
•    Follow up on open technical actions and outstanding deliverables during service transitions.
•    Provide technical support and guidance for: 
o    Hardware upgrades
o    Software upgrades
o    Retrofits
o    Network modernization activities
•    Ensure service-impacting activities are planned appropriately to minimize risk and reduce restoration times.
Network Evolution & Strategic Support
•    Maintain awareness of New Product Introduction (NPI) programs and other ongoing projects within the customer network.
•    Support complex environments, including Telco Cloud deployments and virtualized network functions.
•    Stay informed of customer business developments, including tendering and procurement activities.
•    Provide technical feedback, recommendations, and risk assessments related to evolving customer requirements.

YOUR PROFILE

 •   Bachelor's Degree in Telecommunications, Computer Engineering, Information Technology, or a related technical field.
•    Strong experience supporting mobile core networks within telecom operator environments.
•    Proven expertise in Nokia Packet Core solutions.
•    Experience working in customer-facing support and managed services environments.
•    Knowledge of ITIL-based Incident, Problem, and Change Management processes.
•    Understanding of virtualized and cloud-native telecom architectures is highly desirable.

Technical Competencies
•    Nokia Packet Core (CMM, CMG, NRD)
•    Mobile Core Networks (4G/5G)
•    Incident & Problem Management
•    Change Management
•    Telco Cloud Environments
•    Network Troubleshooting & Root Cause Analysis
•    Software Release Management
•    Service Assurance
•    Technical Escalation Management
•    Customer Support Operations

WHAT YOU´LL LOVE ABOUT WORKING HERE

ABOUT CAPGEMINI

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology, and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.