MS Specialist OSS

Infinera Corporation; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Nokia India is seeking a seasoned SOC/CEM Operations professional to join our Managed Services team. You will apply expert knowledge to complex problem resolution, drive end-to-end incident management, and contribute to service model improvements.

You will coordinate with cross-functional teams, develop MoPs, and mentor others while maintaining high-quality service levels across global customers. This role requires analytical thinking and strong communication in a fast-paced telecom environment.

Qualifications

• Established skills and knowledge of theory and principles within a professional discipline.
• Typically 3-5 years directly related experience.
• Graduate equivalent degree.

Responsibilities

• Independently works within broad guidelines and uses best practices and knowledge of the SOC/CEM function, within an overall MS context.
• Plans and executes complex problem resolution or change requests; develops MoPs for medium-high risk operations.
• May coach and provide on-the-job training to other team members; may act as a shift leader.
• Monitors tickets/work orders and ensures SLAs are met, re-prioritising work or bringing in extra resources as needed.
• Liaises with counterparts across Nokia services groups and customer teams on high impact incidents.

Education

Graduate equivalent degree

Job description

Job Description:

Family Description

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

• For one of the key functions of SOC/CEM operations
• Independently works within broad guidelines and uses best practices and knowledge of the SOC/CEM function, within an overall MS context.
• Works with substantial discretion and uses expert knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems, both one-off and recurring, and to contribute to SOC/CEM process and practice improvements.
• Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Able to create new use case, develop/modify the Service Model/ Customer Experience as per customer requirements.
• Liaises, and takes leadership from a SOC/CEM real-time and day‑to‑day, end‑to‑end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Customer Care, NOC CM, NOC FM, Customer Sales Marketing Organization,) or in the customers organisation, on high impact individual or multiple recurrent incidents, or risks.
• Translates to the next level of detail global standardised procedures / checklists to specifics for a SOC/CEM customer.
• Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedures (MoPs) to be followed for performing specific, medium‑to‑high‑risk operations activities.
• May coach and provide on-the-job training to other team members. May act as a "shift" leader of multiple functions.
• May monitor the set of tickets / work orders received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re‑prioritisation of work and / or engagement of additional temporary resources.

Qualifications

Impact

Impact is short‑term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates 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 functions view/practices and agree/accept new concepts, practices, and approaches. 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

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.

Advancing connectivity to secure a brighter world.

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Our recruitment process

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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.