Care Technical Manager (CTCA)
Apply NowCompany: Futran Tech Solutions Pvt. Ltd.
Location: Texico, NM 88135
Description:
Key focus would be new introduction of orchestration- NORC, NAC and UIV on AWS.
Strong foundation of Kubernetes goes far on all products.
Current products ..
NCM/NCLM (bare metal)
NIAM in the pipeline
Nokia Mediation (NCOM, NCD, NCS) in this solution.
UPG/FlowOne on NCS
DRE on AWS (UIV highly customized)
Job Description & Skill Requirement:
Primary technical liaison between the customer and Nokia Care organization for technical support activities
- Support ticket review / Product deployment / Patch Update / SW Upgrade
- Support Emergency / Critical Cases / Escalation incidents relating to Customer network
- Help the support team to escalate the issues to R&D and expedite the resolution (as needed)
- Prepare support ticket performance graphs and present them to the customer in QRR (quarterly)
- Experience in a customer support environment, participating in 24/7 emergency on-call support, communicating complex technical ideas in writing, presentations, and in face-to-face meetings.
- Experience in escalation management across cross-functional teams (e.g. Technical Support, Services, Sales, Product Development, etc.) and corralling resources as necessary to resolve problems.
- Knowledge and experience in Technical Support and Project Management (knowledge of Nokia process is a plus)
- Business understanding and development
- Proficient in the English language, both spoken and written, as it pertains to the CTCA services scope.
Skills:'
Qualification:
Strong foundation of Kubernetes goes far on all products.
Current products ..
NCM/NCLM (bare metal)
NIAM in the pipeline
Nokia Mediation (NCOM, NCD, NCS) in this solution.
UPG/FlowOne on NCS
DRE on AWS (UIV highly customized)
Job Description & Skill Requirement:
Primary technical liaison between the customer and Nokia Care organization for technical support activities
- Support ticket review / Product deployment / Patch Update / SW Upgrade
- Support Emergency / Critical Cases / Escalation incidents relating to Customer network
- Help the support team to escalate the issues to R&D and expedite the resolution (as needed)
- Prepare support ticket performance graphs and present them to the customer in QRR (quarterly)
- Experience in a customer support environment, participating in 24/7 emergency on-call support, communicating complex technical ideas in writing, presentations, and in face-to-face meetings.
- Experience in escalation management across cross-functional teams (e.g. Technical Support, Services, Sales, Product Development, etc.) and corralling resources as necessary to resolve problems.
- Knowledge and experience in Technical Support and Project Management (knowledge of Nokia process is a plus)
- Business understanding and development
- Proficient in the English language, both spoken and written, as it pertains to the CTCA services scope.
Skills:'
- NORC, NAC and UIV on AWS
- NCM/NCLM (bare metal)NIAM
- Nokia Mediation (NCOM, NCD, NCS) in this solution.
- UPG/FlowOne on NCS
- DRE on AWS (UIV highly customized)
- Kubernetes
Qualification:
- Btech/BE/PMP/MS/Mtech