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  • Posted: Jun 25, 2018
    Deadline: Not specified
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    Nokia Corporation, stylised as NOKIA, is a Finnish multinational communications and information technology company, founded in 1865. Nokia is headquartered in Espoo, Uusimaa, in the greater Helsinki metropolitan area.
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    Customer Solution Architect

    Job description

    The Customer Solution Architect (CSA) is the E2E Technical Authority and customer interface within the Customer Team (CT).
    He is responsible for defining the technical sales strategy towards his designated customer(s) in close collaboration with their CTs, optimally adapted towards their vision, requirements and needs.

    The CSA exemplifies the Sales Solutioning Team Mission

    “Build and grow a leading position with key customers with consistent high-quality designs and solutioning. Demonstrate innovation, technology leadership, customer intimacy, leveraging best-in-class solutions across the whole Nokia portfolio to the benefit of his customer. Ultimately the CSA aims that their customer(s) have the best designed networks in the industry.”
    The CSA has three main responsibilities for their respective customer(s). These are 

    • drive Network Evolution,
    • lead the presales Solutioning Team, and
    • ensure Solutioning Quality.
    • Drive Network Evolution – Everything that needs to happen today, tomorrow, next quarter, in the next 5 years in his/her customer’s network. Within this
    • Produce and maintain a customer end-to-end Network Evolution Plan (all technologies)
      Consistently feed and grow the sales funnel with good short and long-term planning and network design
      Identify technical decisions or insertion points that have vendor disrupting potential and proactively engage with the customer to shape the decision in Nokia's favor.
    • Lead Solutioning Team – The CSA is responsible to lead and have the right (multi-BG/CO/Services) Presales Team in place for his/her customer.
      • The CSA creates the most effective multi-BG solutions for our customers with the right solutioning Teams, so that our customers’ networks continuously evolve towards the best in the industry and Nokia’s market share is maximized.
    • Ensure Solutioning Quality – The CSA is responsible for E2E presales Solutioning and the Quality thereof for his/her customer.
      • The CSA ensures high quality solutioning to drive profitability and customer satisfaction. With professional E2E solutioning he/she identifies new (x-sell) opportunities, and engages the customer aligned with the CT to grow funnel and order intake.

    To this end, the CSA has built an extensive proven network within the customer and Nokia business groups, based on trusted relationships with key decision makers at various levels. Through his network and broad technical knowledge of the Nokia Solution Practices and Product portfolios, he actively steers the customer’s mindshare in favor of Nokia, and influences Nokia product, solutions, and services portfolio developments when required to foster new business opportunities.

    The CSA further has the knowledge, experience, and competencies to execute the following activities

    • Build strong customer relationships with customer organizations in line with the Customer Team Head and Account Managers
    • Arrange technical customer workshops and drive technical negotiations
    • Technical Sales thought leadership with a mindset of the evolution of the customer’s network. Build vision for the customer and win Nokia mindshare
    • Orchestrate, lead and win the value based technical / techno-commercial customer dialogue (in close cooperation with CT Head, AM’s and BL’s)
    • Build customer intimacy as main technical customer interface to relevant key customer stakeholders and tech-based business excellence
    • Supports each regional sales leader with strategic topics
    • Orchestrate day-to-day content based customer engagements including BG support commitments
    • Lead to order
    • Develop customer technology strategies and campaigns
    • Build a high-value Opportunity Funnel per account across portfolio
    • Position the entire Nokia portfolio
    • Build winning customer propositions and drive the portfolio from a customer needs perspective
    • Region portfolio requirements based on customer needs towards BG
    • Contribute actively to CSA Community as part of the Corporate and CO E2E offices.
    • The CSA has a solid understanding of telecommunications and the complete Nokia Product and Services Portfolio. He is continuously up-skilling himself in the E2E Practice and Product Solutions, spanning all Nokia Business Groups i.e. Mobile Networks, IP and Optical Networks, Fixed Networks, and Applications and Analytics. The CSA knows one topic well (topic depth), and is the go-to person for that topic in Team/Market
    • The CSA is able to work well in the CSA Team. He/She lives a culture of supporting and motivating his CSA peer network, sharing best practices, and is willing to be part of a winning (elite) team culture
    • The CSA has an advanced level of presentation, communication, negotiation, consultative and value based sales, and ’Getting Things Done’ capability
    • The CSA has strong planning, strategy and execution skills
    • The CSA has strong leadership skills and maintains a strong industry network in and outside of Nokia
    • The CSA is a champion for Quality, has strong solution quality skills and continuously seeks to learn and improve.

    go to method of application »

    Central SME Transmission and BSS

    This role is for a SME(Subject Matter Expert) in Transmission and BSS to assist the Operations Director in delivering one of our Global Managed Service accounts in Africa, and assist in leading delivery excellence and improving the delivery to best in class in Managed Service. With a combination of multivendor technologies, delivery teams based both on site and offshore in multiple countries, you will have the chance to be part of delivery improvements across multiple countries, set up best practices and driving performance across teams, improving SLAs.

    Key Responsibilities:

    • Act as the single Service Assurance point of contact for the Customer at Customer Operations Group Headquarter for all Transmission and BSS Domain.
    • Coordinate with all the Services Assurance Delivery Centers and Field Teams as part of regular governance.
    • Lead operational customer meetings for Transmission and BSS at SME level.
    • Assist in Network Emergency Supervision by coordinating.
    • Monitor and track SW Upgrades/ Updates – Airtel Group & OEM Engagement, planning, training of GDC & OPCO resources including coordination.
    • New Feature Implementation approver-– Airtel Group & OEM Engagement, planning, training GDC & OPCO resources.
    • Capability Development Management for Multi-vendor and Multi-technology modernized network install base
    • Enterprise, Data Links, MPLS TXN & TXN and BSS network performance SLAs/ KPIs mgmt. for all MVMT installed base
    • Weekly/Monthly Transmission and BSS Governance with customer at Group HQ, Global Delivery Centre and with CS Core team in multiple countries.
    • Proactive tracking of the system capacity utilization, impact risk, closure action plan agreement and governance escalation wherever needed with OPCO and Airtel HQ SME
    • Maintain, audit and compliance actions of the network HLD, LLD at all times
    • GDC NPO Quarterly Network Audit assurance and associated action closure
    • Compliance of Preventive Maintenance Procedures from OEMs for all nodes
    • Monthly BISP Compliance for domain and action closure
    • Weekly Critical Network Change Management approver including Emergency CRs.
    • Critical Spares availability tracking and escalation to Airtel ND/ HQ.
    • Approve RCA analysis for Emergency/Critical Outages for Submission to customer.
    • Drive Customer Satisfaction through the established CSAT survey mechanisms and by providing services that are fully compliant with the SLA/KPI.
    • Establish Escalation management according the contractual terms.
    • Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
    • Ensure operational readiness across all stakeholders in new project and new technology introduction.
    • Represent requirements for project-specific processes & tools.
    • Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
    • Ensure legal and/or contractual activities to be performed locally are in close cooperation and within the setup of the respective delivery center.
    • Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
    • Perform Scope management against the contractual Terms &Conditions and identify upscope activities for commercial negotiation
    • Monitor audit and associated actions completion at periodic interval.
    • Understand SLA/KPI and its impact on Rewards and Penalty and drive improvements with Operations and performance teams.
    • Control and own monthly Improvement plans. Regularly monitor and add actions in the Improvement plan based on regular governance with GDC, NPO, Field Force,
    • Operational Teams, Domain SMEs and customer Escalations.
    • Identify service issues, driving improvements through the delivery organizations in coordination with Central Operations Director and his team.
    • Lead TXN Special projects [Ex- DWDM, IPRAN, QoS & Iub expansion] and 100% TXN visibility assurance

    Skills & Competencies:

    • Fluent in English, both written and spoken.
    • Make it happen with passion attitude whilst developing end empowering those supporting you
    • Customer focused – preferred experience with customer exposure
    • Experience in delivering in a multicultural environment, across different countries or organizations
    • Bachelor/Diploma in Engineering
    • ITIL knowledge with a focus on Incident, Change, Problem and Performance Management
    • Decisive and able to influence others for cooperation
    • Presentation and negotiation skills
    • Broad Multi-Vendor Product knowledge and detailed knowledge in his domain
    • Experience in Maintenance, Network Operations and/or Technical Support activities
    • PMO/PMI and Six Sigma certification desirable.
    • Experience in Network Improvement initiatives and Operational Excellence desirable.
    • For the SME to generate success in this role, she/he must fulfill:
    • Detailed knowledge of his/her domain. Transmission scope has the lead competence.
    • Experience of delivering services, Customer facing role preferred.
    • Experience as Technical Lead /Operations Manager in Managed Services for a major telecommunications provider an advantage, but similar experience will be taken into consideration.
    • Broad knowledge across multiple technologies (e.g. 2/3/4G, transmission, IP , CS/ PS core etc.).
    • Business Performance Oriented with experience of negotiating KPIs and penalties.
    • Matrix management experience, with service delivery from multiple locations.

    go to method of application »

    Central SME CS Core

    Job description

    Key Responsibilities

    • Act as the single Service Assurance point of contact for the Customer at Customer Operations Group Headquarter for all CS Core Domain.
    • Coordinate with all the Services Assurance Delivery Centers and Field Teams as part of regular governance.
    • Lead operational customer meetings for CS Core at SME level.
    • Assist in Network Emergency Supervision by coordinating.
    • Monitor and track SW Upgrades/ Updates – Airtel Group & OEM Engagement, planning, training of GDC & OPCO resources including coordination.
    • New Feature Implementation approver-– Airtel Group & OEM Engagement, planning, training GDC & OPCO resources.
    • Capability Development Management for Multi-vendor and Multi-technology modernized network install base
    • CS Core, BSC, RNC NPO KPIs mgmt. for all MVMT installed base
    • Weekly/Monthly Core NPO Governance with customer at Group HQ, Global Delivery Centre and with CS Core team in multiple countries.
    • Proactive tracking of the system capacity utilization, impact risk, closure action plan agreement and governance escalation wherever needed with OPCO and Airtel HQ SME
    • Maintain, audit and compliance actions of the network HLD, LLD at all times
    • GDC NPO Quarterly Network Audit assurance and associated action closure
    • Compliance of Preventive Maintenance Procedures from OEMs for all nodes
    • Monthly BISP Compliance for domain and action closure
    • Weekly Critical Network Change Management approver including Emergency CRs.
    • Network New Node Acceptance approver
    • Critical Spares availability tracking and escalation to Airtel ND/ HQ.
    • Approve RCA analysis for Emergency/Critical Outages for Submission to customer.
    • Drive Customer Satisfaction through the established CSAT survey mechanisms and by providing services that are fully compliant with the SLA/KPI.
    • Establish Escalation management according the contractual terms.
    • Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
    • Ensure operational readiness across all stakeholders in new project and new technology introduction.
    • Represent requirements for project-specific processes & tools.
    • Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
    • Ensure legal and/or contractual activities to be performed locally are in close cooperation and within the setup of the respective delivery center.
    • Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
    • Perform Scope management against the contractual Terms &Conditions and identify upscope activities for commercial negotiation
    • Monitor audit and associated actions completion at periodic interval.
    • Understand SLA/KPI and its impact on Rewards and Penalty and drive improvements with Operations and performance teams.
    • Control and own monthly Improvement plans.
    • Regularly monitor and add actions in the Improvement plan based on regular governance with GDC, NPO, Field Force, Operational Teams,
    • Domain SMEs and customer Escalations.
    • Identify service issues, driving improvements through the delivery organizations in coordination with Central Operations Director and his team.

    Requirements

    • Fluent in English, both written and spoken.
    • Make it happen with passion attitude whilst developing end empowering those supporting you
    • Customer focused – preferred experienced with customer exposure
    • Experience in delivering in a multicultural environment, across different countries or organizations
    • Bachelor in Engineering
    • ITIL knowledge with a focus on Incident, Change, Problem and Performance Management
    • Decisive and able to influence others for cooperation
    • Presentation and negotiation skills
    • Broad Multi-Vendor Product knowledge and detailed knowledge in his domain
    • Experience in Maintenance, Network Operations and/or Technical Support activities
    • PMO/PMI and Six Sigma certification desirable.
    • Experience in Network Improvement initiatives and Operational Excellence desirable.
    • For the SME to generate success in this role, she/he must fulfill
    • Detailed knowledge of his/her domain.
    • Experience of delivering services, Customer facing role preferred.
    • Experience as Technical Lead /Operations Manager in Managed Services for a major telecommunications provider an advantage, but similar experience will be taken into consideration.
    • Broad knowledge across multiple technologies (e.g. 2/3/4G, transmission, IP , CS/ PS core etc.).
    • Business Performance Oriented with experience of negotiating KPIs and penalties.
    • Matrix management experience, with service delivery from multiple locations.

    Method of Application

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