Care Manager

Role Overview

• Manage escalations requiring Root Cause Analysis (RCA) beyond standard severity issues.
• Act as the escalation interface for TS concerns, workflows, and standards, bridging communication between 3LS, R&D, ProServ, and NDE.
• Own and manage technical customer relationships, focusing on services, delivery, and performance areas.
• Ensure SLA compliance for customer in your clusters, providing expedited remote access for troubleshooting and diagnostics.
• Coordinate with FN care RDC teams to manage escalations and improve response times.
• Facilitate knowledge transfer of network changes and updates to ensure efficient problem resolution.
• Track and update customer issues using the Salesforce Trouble Ticket system per Nokia processes.
• Document outage impacts and ensure compliance with contractual root cause analysis obligations
• Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel.
• Become the customers “Voice”, including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Nokia.
• Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction.

Requirements

• Bachelor's degree in Telecommunications, Computer Science, Information Technology, or a related field.
• A strong understanding of NI organization, processes, FN products, services, and solutions is essential.
• 5+ years of experience troubleshooting FN Fiber products such as ISAM, ONT, Lightspan, Altiplano, or Cloud / containerized environments.
• Strong analytical and problem-solving skills; self-motivated, proactive, and results-oriented.
• Ability to develop structured technical documentation and communicate effectively with technical teams
• Experience working independently and in diverse, global teams.
• Good soft skills and perform well under pressure.
• Ability to work effectively with multiple stakeholders, manage time and cost constraints, and demonstrate creativity in problem-solving.
• Strong leadership, negotiation, and collaboration skills.
• Excellent communication skills, both verbal and written, with the ability to engage with senior executives and program owners.
• Required that the candidate lives in Mexico City.
• Ability to articulate technical issues and solutions to internal and external customers.
• Self-motivated, adaptable, and accountable with a focus on continuous learning.
• Exceptional customer service skills and the ability to prioritize customer needs.
• Strong problem-solving skills under pressure and excellent communication/public speaking abilities.
• Be fluent in Spanish and English.
• Proven ability to build and maintain customer relationships, ensuring SLA compliance and high satisfaction.
• Availability to travel on short notice (low yearly travel ~5%)
• Experience in Technical Support and/or customer-facing environments.

Tech Stack

• Cloud
• TypeScript

Benefits

• Flexible and hybrid working schemes
• A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
• Life insurance to all employees to provide peace of mind and financial security
• Well-being programs to support your mental and physical health
• Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
• Employee Growth Solutions to support your personalized career & skills development
• Diverse pool of Coaches & Mentors to whom you have easy access
• A learning environment which promotes personal growth and professional development
• for your role and beyond