NetAct Technical Care Expert

Nokia; Thiruporur; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Nokia is seeking a technically adept professional to diagnose and resolve complex issues across Nokia products and networks. The role involves remote and on-site support, collaboration with cross-functional teams, and continuous service improvements to maintain high customer satisfaction.

You will handle incidents, perform root-cause analyses, and mentor junior team members while ensuring adherence to SLAs and quality metrics in a fast-paced, 24x7 environment.

Qualifications

• Diagnostic and resolution of complex issues across Nokia products and networks.
• Deliver remote and on-site technical support 24x7x365.
• Mentor junior team members and share knowledge.
• Ensure SLAs and service quality KPIs are met.

Responsibilities

• Deliver remote and on-site technical support in a 24x7 environment.
• Troubleshoot and resolve software, hardware, and network issues.
• Manage customer incidents per standard handling processes.
• Escalate critical issues when required.
• Support pre-sales and post-sales activities with technical guidance.
• Provide updates to customers and stakeholders.
• Contribute to process improvements and service readiness.
• Share knowledge with less experienced team members.

Skills

Troubleshooting

NetAct

FCAPS Operations

L3 support

Mentoring

24x7 support

Analytical thinking

Radio products

Tools

VMware

Container tech

DCAP

Job description

Job Description:

Job Description

The role requires strong technical expertise, analytical thinking, and a customer-focused mindset to diagnose and resolve complex issues across Nokia products, solutions, and network environments. You will collaborate with cross-functional teams, contribute to service improvements, and support service delivery readiness while maintaining high levels of customer satisfaction.

Working independently within established guidelines, you will leverage your specialist knowledge and practical experience to address technical challenges, drive operational excellence, and support continuous improvement initiatives.

How You Will Contribute And What You Will Learn

• Deliver remote and on-site technical support services in a 24x7x365 environment.
• Troubleshoot, diagnose, and resolve software, hardware, and network-related technical issues.
• Perform corrective and preventive actions to restore and maintain service quality.
• Manage customer incidents and requests in accordance with standard and emergency case handling processes.
• Ensure compliance with customer Service Level Agreements (SLAs) and service quality KPIs.
• Provide accurate and timely updates to customers and internal stakeholders.
• Escalate critical issues to the appropriate support functions when required.
• Support pre-sales and post-sales activities by providing technical expertise and guidance.
• Contribute to process improvement initiatives and service delivery readiness.
• Share knowledge and provide training and guidance to less experienced team members.
• Maintain customer data confidentiality and ensure information is handled securely.

Key Skills And Experience

• Strong troubleshooting, diagnostic, and problem-solving skills on Nokia Manta-ray, NetAct (Cloud based VMware/ Container based), DCAP product Software releases.
• NetAct Release SW upgrades, FP’s Implementation, Technical note review & implementation, SW correction patches & Security patches implementation.
• Expertise in FCAPS Operations & handling. Able to perform Node integrations.
• Analysis of platform & application-level issues including Configuration management, Software Management, PM+, fault & alarm management, User management, Inventory, Audit, Health check, security hardening.
• Ability to analyze and resolve complex technical issues independently. Capable of L3 level technical support.
• Radio as secondary product competency.
• Understanding of incident management, SLA commitments, and service quality metrics.
• Ability to work in a fast-paced, 24x7 support environment.
• Experience mentoring or training junior team members.
• Continuous improvement mindset with strong analytical capabilities.

About Us

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.

Learn more about life at Nokia.

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.

Requirements