Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
Subfamily Description
Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
Responsibilities
Responsibilities: -
Fault management/configuration of 5G SA Core Network.
Coordination with Project teams for HLD/LLD/TOL/Design reviews
Hand in Hand coordination with project for network integration activities
Handle the Trouble ticket/CR within SLA
Customer Issue handling and ensuring the end customer services are maintained
MOP/WI preparation for the activities and new learnings
Prepare, implement and verify the configuration and integration of a Node / System
Coordinating with care team for finding and analyzing the RCAs
Guiding team members to execute complex & critical configuration changes
Tracking of issues related to tools and timely escalation as per pre-defined matrix
Attending governance call with region and internal teams. Also responsible for analyzing and implementation of feedbacks from customers.
• Independently works within an overall MS context.
• Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems : Controls technical resources for fault/incident & problem resolution : investigates and resolves Major service outages, reports Major service outage & Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident & problem management tool development feedback..
• Significantly contributes to MS process and practice improvements for the function, considering efficiency, effectiveness, risk and quality.
• Acts as a professional advisor and mentor for staff / work team / taskforces .
• Contributes to the strategies and programmes for professional development of personnel in the function(s).
• Technically approves and takes high-level responsibility for high risk Methods of Procedures (MoPs) and change procedures.
• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation, on high impact individual or multiple recurrent incidents, or risks.
• May act as leader for an MS functional team, co-ordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions.
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Key Technical Skillset: -
Candidate should have relevant technical experience on Ericsson IMS Core Domain (5G Core Nodes CSCF,SBG,MTAS,IP Works, EMM.
Knowledge on Cloud Native Architecture and experience on Microservices, Kubernetes, Dockers, Containers
Excellent knowledge on 5G Core IMS Architecture Interface and Protocols.
Must have Hands on Experience on 5G/LTE/VoLTE E2E call flows
Good exposure in IMS architecture with all the nodes
Good Understanding on Service Based Architecture concepts/Network Slicing
Call flows of 5G / LTE like Registration, Re-Registration, De-Registration, VoLTE Call, Break-in / Break-Out, Hand-over, roaming etc.
Technology - 5G SA Core
Vendor /Product - Ericsson/ Ericsson IMS Core Domain (5G Core Nodes Like SCF, SBG, MTAS, IP Works, EMM
Impact
Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.
Scope & Contribution
Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.
Innovation
Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.
Communication
Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset
Knowledge & Experience
Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.
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.
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.
- 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
Skills Required
- Experience with Ericsson IMS Core Domain (SCF, SBG, MTAS, IP Works, EMM)
- Hands‑on experience with 5G/LTE/VoLTE end‑to‑end call flows
- Excellent knowledge of 5G Core IMS architecture, interfaces and protocols
- Knowledge of Cloud Native Architecture and experience with Microservices, Kubernetes, Docker, Containers
- Understanding of Service Based Architecture concepts and Network Slicing
- 4-6 years relevant experience (graduate equivalent)
- Experience coordinating HLD/LLD/TOL/design reviews and preparing MOP/WI for integration activities
Nokia Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nokia and has not been reviewed or approved by Nokia.
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Equity Value & Accessibility — Equity programs include a global employee share purchase plan with company matching and multi‑year share awards. These mechanisms broaden participation and tie rewards to long‑term outcomes.
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Healthcare Strength — Health coverage includes major medical plans with supplementary options such as vision, legal services, and care navigation. The range of offerings indicates comprehensive support for medical needs.
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Parental & Family Support — A global policy grants paid leave for new parents regardless of gender and provides structured return‑to‑work support. Company‑paid life insurance further strengthens family protection across regions.
Nokia Insights
What We Do
At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable and inclusive world.
