Nokia

Technical Project Manager, Customer Escalation Management

Nokia

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Manage key Customer Escalations within the Escalation Management function of Engineering Operations
  • Work in partnership with Product and Engineering (P&E) Quality, Portfolio Management, Product Development, Cloud and Network Services (CNS) Services and Care teams and the Global Business Center (GBC)
  • Drive resolution of cross-CNS identified Customer escalations including technical issue resolution and root cause analysis
  • Identify systemic issues and program manage their remediation
  • Be the primary contact for P&E, providing Executive updates to P&E leadership and cross-CNS leadership
  • Provide Executive-level communication and collaborate across functions
  • Possess deep technical competence in the Telco SW domain and drive execution excellence

Requirements

  • Bachelor or Master’s degree in Computer Science, Engineering or a related field
  • Extensive experience in Program Management within the Telco SW industry
  • Strong understanding of R&D execution best practices
  • Excellent communication and inter-personal skills
  • Operational Excellence – expertise in defining and driving Programs to a rapid completion
  • Problem Solving - proactive approach to identifying and addressing challenges