Care Technical Manager (CaTM)

Job Title

Care Technical Manager (CaTM)

Location

Remote

Job Type

Contract

Mandatory Skill

Nokia Container Services (NCS)

Job Overview

We are looking for an experienced Care Technical Manager (CaTM) to provide technical support and manage complex issues across Nokia's telecommunications cloud and core network environments. The ideal candidate must have hands-on experience with Nokia Container Services (NCS), strong knowledge of mobile core networks, cloud infrastructure, and networking technologies, along with customer-facing support and escalation management experience.

Key Responsibilities

• Provide technical support and troubleshooting for Nokia telecommunications cloud and core network environments.
• Manage complex technical incidents, customer escalations, and service restoration activities.
• Troubleshoot Nokia Container Services (NCS) and Kubernetes-based cloud platforms.
• Support LTE, VoLTE, VoWiFi, and 5G core network technologies.
• Diagnose issues involving IP connectivity, routing, switching, DNS, RADIUS, LDAP, MAP, and Diameter protocols.
• Work with OpenStack and Kubernetes-based platforms, including CBIS, NCS, OCP, and NRHO.
• Collaborate with cross-functional engineering, operations, and customer teams to resolve technical issues.
• Support network infrastructure, including Layer 2/Layer 3 switches, routers, firewalls, servers, and storage systems.
• Use monitoring tools to identify, analyze, and troubleshoot infrastructure and service issues.
• Support automation, DevOps, cybersecurity, and GitOps-related activities.
• Manage support tickets, technical documentation, and customer communications.
• Participate in 24/7 emergency on-call support as required.
• Coordinate resources and technical teams to ensure timely issue resolution and customer satisfaction.

Required Technical Skills

• Nokia Container Services (NCS): Mandatory hands-on working experience with the NCS platform.
• Mobile Core Networks: Strong understanding of LTE, VoLTE, VoWiFi, and 5G technologies.
• Cloud Technologies: Experience with telecommunications cloud, public cloud, distributed cloud, and edge cloud environments.
• Cloud Platforms: Hands-on configuration and troubleshooting experience with OpenStack and Kubernetes-based platforms, including CBIS, NCS, OCP, and NRHO.
• Networking: Strong knowledge of TCP/IP, routing, switching, Layer 2/Layer 3 networks, routers, and firewalls.
• Network Protocols: Knowledge of DNS, RADIUS, LDAP, MAP, Diameter, policy control, and charging protocols.
• Servers and Storage: Familiarity with AirFrame, HPE, Dell, and EMC infrastructure.
• Monitoring Tools: Experience with Prometheus, Grafana, and Thanos.
• Automation and DevOps: Knowledge of Ansible, GitOps, cybersecurity, and automation tools used in Nokia cloud environments.
• Ticketing and Operations: Experience with cloud operations processes, management of operations (MoO) processes, and Salesforce ticketing systems.

Required Professional Skills

• Excellent written and verbal English communication skills.
• Ability to explain complex technical issues clearly to customers and technical stakeholders.
• Previous experience in a customer-facing technical support or service management role.
• Experience managing critical incidents, technical escalations, and cross-functional teams.
• Ability to coordinate troubleshooting activities and drive issues toward resolution.
• Understanding of project management principles, business processes, and software development lifecycles.
• Strong analytical, problem-solving, and customer relationship management skills.
• Willingness to participate in 24/7 emergency on-call support when required.

Preferred Qualifications

• Experience supporting Nokia telecommunications cloud and core network solutions.
• Exposure to cloud-native network functions (CNFs) and virtualized network functions (VNFs).
• Experience working with large-scale telecom infrastructure and production environments.
• Familiarity with cloud automation, infrastructure monitoring, and operational support processes.

Important Screening Criteria

Candidates must have hands-on Nokia Container Services (NCS) experience. General Kubernetes, OpenStack, or telecom core network experience alone will not be sufficient without relevant NCS exposure.

Candidates should also demonstrate strong troubleshooting skills, customer-facing experience, and the ability to manage technical escalations in telecom cloud environments.