Customer Service Specialist

Customer Service Specialist

India

Core Network solutions. You'll engage in hands-on fault management and configuration, driving integration activities alongside cross-functional project teams. Our environment fosters innovation and continuous learning, encouraging you to share insights and best practices. You'll play a crucial role in ensuring customer satisfaction and service continuity, addressing issues effectively and proactively. We prioritize professional growth, offering access to training and resources to enhance your skills in cutting-edge technologies like cloud-native architecture and microservices. Enjoy flexible work arrangements, competitive compensation, and a supportive culture that values work-life balance as we strive to shape the future of connectivity together.

Your responsibilities

• Manage fault configuration and conduct fault management within the 5G SA Core Network.
• Collaborate with project teams on High-Level Design (HLD), Low-Level Design (LLD), and design reviews.
• Coordinate network integration activities in partnership with project teams.
• Handle trouble tickets and change requests, ensuring service level agreements (SLA) are met.
• Prepare Method of Procedure (MOP) and Work Instructions (WI) for activities and document learning.
• Implement and verify the configuration and integration of nodes or systems.
• Analyse root causes in collaboration with the care team and guide team members through complex configurations.
• Participate in governance calls; analyse and implement feedback from customers.

Your skills and experience

Must-Have:

• Require a bachelor's or master's degree in a related field.
• Typically, a minimum 5–10 years of hands-on experience with Ericsson IMS Core Domain components (CSCF, SBG, MTAS, IP Works, EMM)
• Proficiency in 5G/LTE/VoLTE end-to-end call flows
• Strong knowledge of Cloud Native Architecture, Microservices, Kubernetes, and Containers
• Expertise in 5G Core IMS Architecture interfaces and protocols
• Experience of managing trouble tickets and customer issues within SLA

Nice-To-Have:

• Familiarity with Service Based Architecture concepts and Network Slicing
• Experience in covering calls and problem-solving customer feedback
• Understanding of fault management and configuration in 5G SA Core Network
• Ability to prepare Method of Procedure (MOP) and Work Instructions (WI)
• Experience in coordinating network integration activities.

More information

Some of our benefits:

• Flexible and hybrid working schemes
• A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
• Life insurance to all employees to provide peace of mind and financial security
• Well-being programs to support your mental and physical health
• Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
• Employee Growth Solutions to support your personalized career & skills development
• Diverse pool of Coaches & Mentors to whom you have easy access
• A learning environment which promotes personal growth and professional development - for your role and beyond

Learn about additional benefits in specific countries.

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

Learn more about life at Nokia.

Our recruitment process

We act inclusively and respect the uniqueness of people. Our 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.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

At Nokia, we want every candidate to be able to perform their best. If you need any adjustments or support during the recruitment process, please let us know. All requests are treated confidentially.