Technical Manager

Job Description & Skill Requirement:

Location: Remote (LAT America region)

Working Hours:

• Monday-Friday, 8 am - 5 pm (Mountain Standard Time)
• 8 hours/day (may extend beyond 8 hours in case of emergency/critical/escalation incidents)

Responsibilities:

• Act as the primary technical liaison between the customer and Nokia Care organization for technical support activities.
• Review support tickets, manage product deployment, patch updates, and software upgrades.
• Handle emergency, critical cases, and escalation incidents related to customer networks.
• Assist the support team in escalating issues to R&D and expedite resolutions as needed.
• Prepare and present support ticket performance graphs to the customer in quarterly review meetings (QRR).

Travel and Living Expenses:

• Reasonable travel and living expenses incurred at Nokia’s request must be pre-approved by a Nokia manager.

Required Skills and Competencies:

• Proficiency in English, both spoken and written, relevant to the CTCA services scope.
• Working knowledge and experience with the design, deployment, and support of core networks for mobile telecommunications, including LTE/VoLTE/VoWiFi/5GC networks, Telco/Public Cloud (CNF and VNF), and IP connectivity.
• Excellent knowledge of network technologies, call flows, and protocols, including TCP/IP, routing/switching, network security, network management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, and Radius.
• Experience with CFX, NTAS, HSS, CSD, NCS, NCOM, NCD, Radisys MRF, and AAA (knowledge of Nokia products is a plus).
• Ability to communicate complex technical ideas and arguments effectively in writing, presentations, and face-to-face meetings.
• Experience in a customer support environment, including participation in 24/7 emergency on-call support.
• Experience in escalation management across cross-functional teams (e.g., Technical Support, Services, Sales, Product Development) and coordinating resources to resolve problems.
• Knowledge and experience in project management, business understanding, and development.
• Experience with IMS and Kubernetes is a must.