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

NW Design & Optimisation (NWD) comprises the planning and / or managing the planning of communications networks for customers. Covers consultation of customers on communication network performance. Contains optimisation and / or managing of the optimisation of customer networks. Covers the execution of end-to-end design-related activities as it relates to the network management systems and network communication (address surveys, site surveys, design and as-built) for deployment projects.

 

Impact

Impact is short-term through individual and team contributions. Scope is primarily within own subject area in a function/unit. Actions and errors impact on program, project or function. Provides measurable input into new products, processes, standards or operational plans in support of the organisation's business strategies, with some impact on business unit/ function overall results.

Scope & Contribution

Individual Contributor: Operates autonomously in own subject area. Can analyse, develop and implement concepts and solutions as a subject matter expert. Increased awareness of and involvement outside of own subject area. Distils big picture. Makes decisions about and prioritizes own work.  Interprets policies. Ensures existing plans are put into operation. Executes and/or oversees processes to meet customer needs. Responsible for analysis, design & development of policies, plans, programs. Apply solution architecture standards, processes, and principles to create and maintain a solution's (technical) integrity over time.

• Learn new technologies, applications and solutions 

Attend project calls internally and with customers, Working with customers to complete customer information questionnaires,  You will engage in lab and network direct installs and upgrades as well as some field trials, use case testing including lab set up, test/MOP documentation and Customer facing communication regarding install/upgrade and issues as appropriate.   Documentation such as Preparation of Method of Procedures (MOPs) and Acceptance Test Plans Final turn over documents on project completion 

Innovation

Carries out specialised activities/projects according to general direction. Influences others to support decisions. Works mostly independently. Analyse situations or data that requires review of relevant factors. Solutions can often be checked and proved. Demonstrates success in multiple roles and is adaptable to manage complex changing business environments.  Contribute to process innovation to improve efficiency, reduce risk and human error.   

Communication

Communicates with parties within and outside of own job function and teams and typically has responsibilities for communicating with parties external to the organisation, which may include customers or vendors. Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Has cross-cultural knowledge and global mindset Requires ability to communicate with executive leadership regarding matters of significant importance to the organisation. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.

 

Knowledge & Experience

Recognised expert in their field (depth & breadth). Typically requires 5-8 years extensive relevant experience and/or a graduate college, technical school degree, (EE or Computer Science), bachelor’s degree or military experience preferred Virtualization, Linux, Dockers, Open APIs like RESTful, Kafka, TAPI Scripting and Automation Optical Transport Networks, DWDM,  ideally familiarity with Nokia 1830 a plus GMPLS, Ethernet Switching, IP Routing & Networking Nokia Optical platforms knowledge preferred with solid knowledge of long haul, metro, and IP/Optical Background in Network Management Systems (NMS), server environment SW deployment management and virtualization.

 

Consults and develops for medium or complex network configuration file, capacity planning, network interface analysis, advanced product dimensioning/solutioning and provide overall engineering support Recommends coverage, capacity, QoE, QoS associated optimization impact on site/cell or SW feature parameters. Organizes field measurements & laboratory tests. Acts as primary escalation point on customer and performance network audits and on problem-solving