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Operational Technical Support Manager

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Customer Services
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ION IP Optical Networks
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19000004EW Requisition #
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Operations Support Manager
 
Mission:
              The Operations Support Manager is seen as the overall  escalation interface on Technical Support concerns that may encompass, workflows, practices  and standards and bridge communications between TEC, R&D, Network Integration, Professional Services and Network Design.
 
Key Responsibilities:
    • Empowered to escalate issues requiring RCA (beyond std. Sev1 Service Outage issues); provide issue/action status reports specific to Technical support
    • Act as Main Management Point of Escalation contact between customer and Nokia internal organizations for Maintenance technical issues including those specific to TS Platinum (execution of proactive deliverables, 2H restore & Dedicated Engagement)
    • Main Care SPOC for technical/program leadership during executive meetings (QBR), focused on satisfaction for Care Services and contribute to the overall Customer Action Plan is properly executed
    • Liaise closely with customer's  technical management to ensure close relationship and responsiveness to customer needs.
    • Routinely assess efficiency, effectiveness, and proficiency of the DMEs, CTS and CCT members.
    • Lead TSP Team and internal support function to ensure effectiveness and appropriate engagement with customer.
    • Take customer relationship management lead and coordinate Nokia contact with those areas of customer organization related to Care activities.
    • Execution of Technical Support Agreement and other contractual requirements related to Services in Care phase, managing Customer expectations and internal operations.
       
      Skills Required:
  • Experience leading and developing technical support teams in a TS service environment
  • Previous experience in Technical Support area
  • Able to juggle priorities to meet deadlines without cutting corners
  • Follow up on and take responsibility for unresolved issues or escalations
  • Experience of driving change initiatives in a service environment
  • Experienced and conversant in Service Level Agreements and Operational Schedules
  • Able to identify Business Development opportunities
  • Technical understanding of TCP, IP MPLS solutions,  
  • Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
  • Effective interpersonal and communication skills
  • Experience improving and developing the knowledge & skills of others
  • Able to work on own initiative to develop the team
  • Excited by the Internet and emerging technologies
  • NRS1, NRS2, 3PR, SRA qualifications as advantage
 
Skills Required:
  • Experience leading and developing technical support teams in a TS service environment
  • Previous experience in Technical Support area
  • Able to juggle priorities to meet deadlines without cutting corners
  • Follow up on and take responsibility for unresolved issues or escalations
  • Experience of driving change initiatives in a service environment
  • Experienced and conversant in Service Level Agreements and Operational Schedules
  • Able to identify Business Development opportunities
  • Technical understanding of TCP, IP MPLS solutions,  
  • Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
  • Effective interpersonal and communication skills
  • Experience improving and developing the knowledge & skills of others
  • Able to work on own initiative to develop the team
  • Excited by the Internet and emerging technologies
  • NRS1, NRS2, 3PR, SRA qualifications as advantage
 
Technical:
 
-Working knowledge of the following Nokia would be desired, but not necessary):

ION IP product family
 
-Working knowledge of IP theory/operation desired, but not necessary
-Working knowledge of IP standard, routing protocols, OSI model, etc.)
 
-Working knowledge of layer 2 data communication protocols (Ethernet, MPLS, VLANs, etc.).
-Ability to effectively work with Windows applications, such as outlook, Microsoft word, excel, etc.
 
- Bachelors degree in a technical discipline, or equivalent experience.
 
Desired Qualifications: (Education, Technical Skills/Knowledge):
 
-Experience working in IP Routing TAC and/or customer facing environment.

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