Care Program Manager

Infinera Corporation; Mumbai; On-site; INR 2,200,000 - 3,600,000; Full time

Benefits offered by this job

Flexible working arrangements

Medical insurance for you and family

Maternity and paternity leave

24/7 confidential support service

Career growth and mobility

Continuous learning and certifications

R&D opportunities

Recognition programs

Ergonomic workspace

Job summary

Nokia is seeking a Care Program Manager in India to deliver technical and operational services, including support, maintenance, network design, deployment, integration, transformation, and education, with a focus on revenue growth and customer satisfaction.

You will manage incidents, ensure service delivery readiness, support pre- and post-sales activities, and drive escalation, governance, and serviceability improvements across customers and internal teams.

Qualifications

• Bachelor's degree with 12-15 years of relevant experience; subsea and DWDM knowledge preferred.
• Coordinate AMC proposals, PO follow-ups, and server AMC activities.
• Organize ORM and governance meetings with monthly performance reporting.
• Coordinate software upgrades and bridge communication gaps between TAC and customers.

Responsibilities

• Maintain strong customer relationships and professional communication.
• Coordinate Care service delivery, including software/hardware maintenance, repairs, upgrades, and change management, within SLAs, scope and budget.
• Lead customer governance activities, including Kick-off, ORM, service reviews, surveys, and monthly performance reporting.
• Ensure accurate and up-to-date customer entitlements, installed-base data, contracts, and service records.
• Support AMC proposal preparation, PO follow-up, contract renewals, invoicing, and Care revenue management.
• Bridge between TAC and customers, coordinating escalations, quality issues, FIT breaches, and non-standard service events.
• Support onboarding, service adoption, upsell/cross-sell opportunities, and continuous service improvement.
• Coordinate software upgrades and server AMC activities with effective handover between Sales, Deploy, Care, and other stakeholders.

Skills

Subsea knowledge

DWDM knowledge

Customer relationships

Governance meetings

Escalation handling

Education

Bachelor's degree

Tools

Project management tools

Job description

Job Description:

As Care Program Manager Provides technical and operational services, including support, maintenance, network design, deployment, integration, transformation, and education, with a focus on revenue growth and customer satisfaction provides contractual customer support across technical and non-technical areas, manages incidents and requests, ensures service delivery readiness, supports pre- and post-sales activities, and drives issue escalation and serviceability improvements.

Responsibilities

• Maintain strong customer relationships, understand customer needs, and ensure consistent and professional communication.


• Coordinate Care service delivery, including software/hardware maintenance, repairs, upgrades, and change management, within agreed SLAs, scope, and budget.


• Lead customer governance activities, including Kick-off, ORM, service reviews, surveys, and monthly performance reporting.


• Ensure accurate and up-to-date customer entitlements, installed-base data, contracts, and service records.


• Support AMC proposal preparation, PO follow-up, contract renewals, invoicing, and Care revenue management.


• Act as a bridge between TAC and customers, coordinating escalations, quality issues, FIT breaches, and non-standard service events.


• Support customer onboarding, service adoption, upsell/cross-sell opportunities, and continuous service improvement.


• Coordinate software upgrades and server AMC activities while ensuring effective handover between Sales, Deploy, Care, and other stakeholders.

Qualifications

You have:

• Bachelors degree with 12-15 years of relevant experience.Preferably have subsea knowledge along with DWDM optical knowledge.


• Ensure customer entitlements and coordinate AMC proposals, PO follow-ups, and server AMC activities.


• Organize ORM and governance meetings, including monthly performance reporting.


• Coordinate software upgrades and bridge communication gaps between TAC and customers. Track and resolve quality issues, FIT breaches, and customer escalations.

It would be nice if you also had:

• Maintained data accuracy and consistency across project management tools.


• Supported end users and updated customer contract, SLA, and project data.


• Managed customer-specific information for accurate project tracking.


• Collaborated with cross-functional teams to support project execution and operations.

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.

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 roles requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Some of our benefits in India:

• Flexible and hybrid working arrangements to support work–life balance


• Health and well-being support – medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups


• A minimum of 90 days of Maternity and Paternity Leave based on eligibility


• Personal Support Service 24/7 – a confidential support channel open to all Nokia employees and their families in challenging situations


• Career growth & mobility – technical career paths, job rotations, international assignments, and relocation support


• Continuous learning – technical certifications, mentoring programs, coaching, and digital learning platforms


• Opportunities to innovate and contribute through Nokia’s research and development environment


• Recognition programs that celebrate outstanding contributions


• Workplace support – ergonomic working support and mobile device programs based on eligibility

Requirements: