Customer Care Technical Lead

Nokia

  • Alexandra, Singapore
  • Permanent
  • Full-time
  • 1 month ago
Job Category: Customer ServicesDegree Level: Bachelor's degreeJob Description:This Customer Care Technical Lead (CCTL) role serves as the senior technical liaison between the customer and Nokia's Care organization, providing leadership and strategic oversight across all Care-related technical support activities. As a trusted advisor to senior stakeholders, including C-level executives, the CCTL builds long-term relationships and advocates for customer interests within Nokia. The role acts as a technical authority with deep, current knowledge of the customer's network and product landscape. The CCTL guides software support and domain teams in delivering tailored solutions, and plays a key role in executing the customer's lifecycle roadmap, driving technology evolution, software upgrades, and modernization. The CCTL also works closely with Customer Care Managers to ensure Care contractual obligations are fully met.Responsibilities:
  • Acts as the primary technical liaison between Nokia and the customer, representing Technical Support Services in all strategic and operational matters
  • Advocates for customer interests within Nokia, manages conflicts, and maintains strong relationships with senior and C-level stakeholders
  • Leads technical recovery during outages, supports 24x7 emergency response, and ensures timely, effective communication with the customer
  • Drives Root Cause Analysis (RCA) for critical incidents and presents findings to customer stakeholders to support long-term resolution and prevention
  • Provides end-to-end technical leadership across Care activities, supporting Customer Care Managers and Care Program Management
  • Maintains deep technical knowledge of the customer's network, architecture, installed base, and customizations
  • Guides software and hardware upgrades and retrofits, ensuring alignment with contract terms, technical architecture, and lifecycle strategies
  • Performs compatibility assessments and ensures timely execution of Critical Bulletins, Technical Support Notes (TSNs), and software updates, with no overdue actions
  • Promotes automation and contributes to serviceability design to improve delivery efficiency and technical readiness
  • Ensures operational excellence by tracking open cases, preventing ageing, supporting Delivery-to-Care transitions, and maintaining execution discipline
  • Influences Care strategy, defines standards, identifies up-sell opportunities, and contributes to contract renewals and lifecycle planning
  • Serves as a senior technical expert, leads Care projects or activities, helps to manage resource forecasting, and mentors junior members
Qualifications:You have:
  • 10+ years of telecom experience with 6+ years in customer-facing support, incident management, and technical escalation
  • Strong knowledge of Nokia Cloud and Network Services (CNS) portfolio, including care delivery and lifecycle operations across core networks and cloud-native solutions
  • Expertise in 3GPP, 3G/4G/5G call flows, protocols, and core network functions, with hands-on experience in several Core products (e.g. Nokia SDM, IMS, HLR, HSS, MME, SAEGW, PaCo)
  • Proficient in TCP/IP networking, security, routing, and complex troubleshooting
  • Practical experience with cloud/virtualization (OpenStack, VMware, Kubernetes, containers, CI/CD, VNF/CNF)
  • Skilled in scripting (Python, Bash, UNIX) and tools (Excel, Power BI) for automation and reporting
  • Strong leadership, communication, influencing skills, ability to work with global team, ability to lead under pressure and manage expectations at executive level.
  • Singapore citizen or PR.
It would be nice if you also had:
  • Postgraduate degree such as MBA or Master's in Engineering, Telecommunications, Computing or Analytics
  • Certifications or experience with analytics, AI/ML-driven support solutions, or predictive maintenance use cases
  • Certifications in networking and IT Service Management (ITIL)
  • Deep experience communicating with C-level executives
About Us:Come create the technology that helps the world act togetherNokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to workWhat we offerNokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.Nokia is committed to inclusion and is an equal opportunity employerNokia has received the following recognitions for its commitment to inclusion & equality:
  • One of the World's Most Ethical Companies by Ethisphere
  • Gender-Equality Index by Bloomberg
  • Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia's 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.Join us and be part of a company where you will feel included and empowered to succeed.About the Team: As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

Nokia