SME - Infra

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.

We are seeking a highly skilled and experienced Subject Matter Expert (SME) - Core in who will play a pivotal role in driving the transformation of our Managed Services business. The SME will collaborate closely with DevOps teams, transformation stream leads, and product owners to deliver innovative and tangible outcomes for our customers. This role requires a deep understanding of Telco operations, managed services, and the ability to bridge the gap between operational expertise and cutting-edge transformation initiatives.

Key Responsibilities:

Operational Expertise: Provide deep technical knowledge and expertise MS operation, including network operations, service management, and customer experience.

Transformation Leadership: Actively contribute to the MS transformation by identifying and implementing process improvements, automation opportunities, and innovative solutions.

Collaboration with DevOps: Work closely with DevOps teams to ensure seamless integration of new tools, processes, and methodologies into existing Telco MS operations.

Strategic Planning: Assist in developing and executing the transformation roadmap, ensuring alignment with overall business objectives and customer needs.

Stakeholder Engagement: Collaborate with transformation stream leads and product owners to define requirements, set priorities, and achieve key deliverables.

Continuous Improvement: Identify opportunities for operational efficiency, cost reduction, and enhanced service delivery through continuous process improvement initiatives.

Training and Knowledge Sharing: Mentor and train operations team members on new technologies, tools, and processes introduced as part of the transformation.

Customer Focus: Ensure all transformation activities are customer-centric, delivering measurable improvements in service quality and customer satisfaction.

Reporting and Documentation: Prepare and maintain comprehensive documentation of transformation initiatives, including progress reports, metrics, and success stories.
 

Qualifications:

Education: Bachelor’s degree in Telecommunications, Information Technology, or a related field. Master’s degree or relevant certifications are a plus.

Experience: Minimum of 8 years of experience in MS Operations, with at least 3 years in a leadership or SME role.

Technical Skills:

• In-depth knowledge of network operations, including Core/OSS/BSS systems, network management, and service assurance.
• Proficiency in DevOps practices, including CI/CD, automation, and infrastructure as code.
• Familiarity with cloud technologies and digital transformation methodologies.

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in cross-functional teams and manage multiple stakeholders.

Certifications: Relevant certifications such as ITIL, PMP, DevOps, or Agile are highly desirable.

Key Competencies:

• Strategic Thinking
• Operational Excellence
• Innovation and Transformation
• Customer Focus
• Leadership and Mentoring
• Collaboration and Teamwork

Come create the technology that helps the world act together

Nokia 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 work

What we offer
 
Nokia 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 employer

Nokia 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.