We are seeking a highly skilled Customer Care Technical Lead (CCTL). The ideal candidate will provide technical support, build trusted advisor relationships, support projects, review tickets, and manage case escalations.
Key Responsibilities:
Technical Interface & Leadership:
● Serve as the primary technical point of contact between the company and external technical support teams.
● Provide end-to-end technical leadership in collaboration with Customer Care Manager and Delivery teams.
● Maintain comprehensive knowledge of the customer’s network and guide complex scenarios.
● Participate in periodic technical review meetings (QBR, Technology Forums, Ticket reviews)
Technical Support & Incident Management:
● Analyze technical documents and provide proactive recommendations to customers.
● Lead conference calls with internal teams and customers to address technical issues.
● Advocate for the customer during critical incidents, providing 24×7 emergency support when needed.
● Support troubleshooting on bridge calls for critical issues.
● Ensure Service Level Agreement (SLA) compliance and KPI quality performance.
Project Support & Knowledge Management:
● Maintain detailed technical knowledge of the customer network and product expertise.
● Provide technical guidance to E2E support teams to deliver customer-oriented solutions.
● Ensure Change Management Process (Live Network Intervention) is followed.
● Monitor capacity and license utilization status.
● Drive the use of automation tools and contribute to knowledge management.
● Prepare support ticket performance graphs and present them to the customer quarterly (QRR)
Required Qualifications:
Technical Expertise:
● 8+ years in wireless telecommunications industry.
● 6+ years in customer support with helpdesk tools and 24×7 on-call support experience.
● In-depth knowledge of 3GPP standards, 3G/4G/5G protocols, call flows, TCP/IP, network security, and core network functions.
● Extensive experience with Analytics, Charging, Mediation, Digital Operations, Security (Nokia experience is a plus)
System & Platform Knowledge:
● Proficient with Nokia SW/HW solutions: NCM/NCLM (bare metal), NIAM, Nokia Mediation (NCOM, NCD, NCS), Nokia Orchestration (NOrC), UPG/FlowOne on NCS, DRE on AWS.
● Database knowledge: Redis, MariaDB, Oracle, Aerospike, PostgreSQL.
● Protocol knowledge: Diameter [Gx,Rx,Sy], SFTP, FTP, REST, 5G, SS7, LDAP, 5G HTTP.
● File formats: XML, JSON, ASN.1, ASCII.
Cloud & Virtualization Skills:
● Working experience with Cloud Native, VNF/CNF, Microservices.
● Knowledge of OpenStack, Containers, Docker, Kubernetes (K8s), and Helm.
● Experience with system logging and monitoring: Kibana, Prometheus, Grafana, alarms, KPI/counters.
Additional Skills:
● Scripting proficiency: Python, Bash.
● Microsoft Office applications: Excel, PowerPoint, Power BI, Teams.
● Excellent written and spoken English communication skills.
● Strong leadership, interpersonal, and escalation management capabilities.
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