Technical Support Manager EUR
Nokia
Data: há 3 dias
Cidade: Amadora, Lisboa
Tipo de contrato: Tempo total
Job Description
The Technical Support Manager is responsible for functional, resource, competence, and people management of customer support/services engineer team(s) providing Care SW Services. Also responsible for driving and fulfilling Care SW Services (case handling, emergency services, and software upgrades) and maintaining KPIs on customer(s) / market(s) level with highest quality.
This requirement is for the 'Cloud Infra' domain under 'CNS Services & Care' as “Technical Support Manager”(TSM) for EUR region providing L2/L3 Care & 24/7 support for several Cloud products. TSM has to manage effectively a team of around ~20 people located across EUR and India regions.
How You Will Contribute And What You Will Learn
As EUR Care Manager of the team, you will be:
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:
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.
About The Team
As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
The Technical Support Manager is responsible for functional, resource, competence, and people management of customer support/services engineer team(s) providing Care SW Services. Also responsible for driving and fulfilling Care SW Services (case handling, emergency services, and software upgrades) and maintaining KPIs on customer(s) / market(s) level with highest quality.
This requirement is for the 'Cloud Infra' domain under 'CNS Services & Care' as “Technical Support Manager”(TSM) for EUR region providing L2/L3 Care & 24/7 support for several Cloud products. TSM has to manage effectively a team of around ~20 people located across EUR and India regions.
How You Will Contribute And What You Will Learn
As EUR Care Manager of the team, you will be:
- Lead and manage a 24/7 customer-focused technical support team across the EUR region for Cloud Infra Products (CBIS, NCS, CBAM, NCOM, NCD, NCP).
- Ensure adherence to KPIs, SLAs, and Care processes for ticket handling, escalations, and customer satisfaction.
- Drive continuous improvement, cost efficiency, and resource optimization (people, tools, labs) based on business demands.
- Oversee high-risk, complex customer contracts including service delivery for case handling, emergencies, and software upgrades.
- Manage operational performance, workload distribution, and quality of service delivered by the team.
- Coordinate customer satisfaction activities (EBCS, OES, OPVi) and ensure relevant tools and databases are updated.
- Lead technical escalation management, collaborating closely with customers, internal teams, and partners like Red Hat for NCP/OCP support.
- 15+ years of telecom experience with 6–8 years in leading customer support teams at regional or global levels.
- Proven leadership and people management skills, with a strong focus on team development, collaboration, and knowledge sharing.
- Expert problem-solver with the ability to address complex, high-impact issues using advanced analytical and judgment skills.
- Deep understanding of corporate goals, industry trends, and competitive landscape to drive team effectiveness.
- Accountable for team readiness, career growth, and continuous skill development through training and tracking competencies.
- Experienced in managing customer escalations, ensuring high satisfaction, and maintaining performance across EUR support operations.
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
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.
About The Team
As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
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