Care Engineer

The SSP Care Engineer is responsible for providing technical support, troubleshooting, and maintenance for SSP portfolio esp. SDM deployed in customer networks. This role involves ensuring high availability, performance, and reliability of SDM systems while collaborating with cross-functional teams to resolve complex issues.

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
• Has in-depth business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Shares initial ideas for professional direction of own organisational unit.
• Acts as a professional advisor and mentor for staff / work team / taskforces.
• Provides working leadership and training to less experienced personnel.
• Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
• Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
• Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
• Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Creates 'complex' and reuses knowledge management articles.
• Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
• Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
• Provides SW support to service delivery teams, as needed.
• Records time tracking accurately.
• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.

You have:

• Technical Expertise:
  • Strong knowledge of SDM (Subscriber Data Mnagement) architecture and functionality.
  • Proficiency in Linux/Unix operating systems and scripting (e.g., Bash, Python).
  • Familiarity with virtualization technologies (VMware, OpenStack) and cloud environments.
  • Understanding of telecom protocols (Diameter, HTTP/2, REST APIs) and 5G core networks.
• Problem-Solving Skills:
  • Ability to analyze complex technical issues and provide innovative solutions.
  • Experience with debugging tools and techniques for telecom systems.
• Communication & Collaboration:
  • Excellent verbal and written communication skills.
  • Ability to work effectively in a team-oriented, multicultural environment.
• Education & Experience:
  • Bachelor's degree in Telecommunications, or related field.
  • 7+ years of experience in telecom care engineering or related roles.

It would be nice if you also had:

• Nokia certifications in SDM products or related technologies.
• Experience with Kubernetes, Docker, and microservices architecture.
• Familiarity with ITIL processes for incident and problem management
• Knowledge of wireless/wireline protocols (Diameter/RADIUS) and architecture (LTE/5G)
• IP certifications are considered an asset (NRS/CCNA etc.)