About this role
Care Technical Manager (CaTM)
Job Title: Care Technical Manager (CaTM)
Work Location: Fully Remote – USA
Visa Restrictions: No visa restrictions( OPT not allowed )
Employment Type: Contract
Job Overview
We are seeking an experienced Care Technical Manager (CaTM) with strong expertise in Nokia Container Services (NCS) and telecommunications core network technologies. The ideal candidate will have hands-on experience supporting cloud-native telecom platforms, troubleshooting complex network and cloud infrastructure issues, managing customer escalations, and coordinating technical resolution across cross-functional teams.
This role requires a strong technical background in LTE, VoLTE, VoWiFi, 5G, cloud infrastructure, Kubernetes, OpenStack, and network operations, along with excellent customer communication and incident management skills.
Key Responsibilities
- Provide technical support and manage complex customer issues related to Nokia telecom cloud and core network solutions.
- Troubleshoot and resolve issues across Nokia Container Services (NCS), Kubernetes-based platforms, OpenStack, and cloud-native network functions.
- Support telecom core network technologies, including LTE, VoLTE, VoWiFi, and 5G.
- Manage critical incidents, customer escalations, and 24/7 emergency on-call support as required.
- Coordinate with cross-functional engineering, operations, product, and customer teams to ensure timely issue resolution.
- Perform root cause analysis (RCA), identify recurring issues, and recommend corrective and preventive actions.
- Monitor platform performance, availability, and system health using tools such as Prometheus, Grafana, and Thanos.
- Support cloud configuration, deployment, troubleshooting, and maintenance across distributed, edge, and public cloud environments.
- Manage technical communications, incident updates, and customer-facing reports.
- Follow cloud operations, change management, and ticketing processes using Salesforce and related tools.
- Support automation, DevOps, cybersecurity, and GitOps initiatives to improve operational efficiency.
- Apply project management principles to coordinate technical activities and drive service improvements.
Mandatory Technical Skills
Nokia Container Services (NCS) – Mandatory
- Hands-on working experience with Nokia Container Services (NCS).
- Strong understanding of telecommunications core network technologies, including LTE, VoLTE, VoWiFi, and 5G.
- Experience with Telco/Public Cloud environments and Cloud-Native Network Functions (CNFs) and Virtual Network Functions (VNFs).
- Strong knowledge of IP connectivity, TCP/IP, routing, and switching.
- Working experience with Kubernetes-based platforms and OpenStack.
Technical Skills and Expertise
1. Telecom Core Network and Protocols
- LTE, VoLTE, VoWiFi, and 5G core network technologies.
- TCP/IP, routing, and switching.
- Network security and network management.
- DNS, RADIUS, LDAP, MAP, and Diameter.
- Diameter-based policy control and charging.
2. Cloud Infrastructure and Platforms
- Telco cloud, distributed cloud, edge cloud, and public cloud environments.
- OpenStack and Kubernetes-based infrastructure.
- Experience with CBIS, NCS, OCP, and NRHO platforms.
- Cloud configuration, deployment, troubleshooting, and operations.
3. Network and Hardware Infrastructure
- Layer 2 and Layer 3 switches.
- Routers and firewalls.
- Server and storage platforms, including AirFrame, HPE, Dell, and EMC.
4. Monitoring and Observability
- Prometheus.
- Grafana.
- Thanos.
- System health monitoring, performance analysis, and troubleshooting.
5. DevOps, Automation, and Security
- Ansible automation.
- GitOps practices.
- DevOps tools and workflows.
- Cybersecurity principles and operational security.
- Automation related to NCD environments.
6. Operations and Service Management
- Cloud MoO processes.
- Salesforce and ticketing systems.
- Incident, problem, and change management.
- Escalation management and root cause analysis.
Required Professional Skills
- Excellent written and verbal communication skills in English.
- Ability to explain complex technical issues clearly to customers and technical stakeholders.
- Proven experience in customer-facing technical support or service delivery roles.
- Experience handling critical incidents and 24/7 emergency on-call support.
- Strong escalation management and cross-functional coordination skills.
- Knowledge of project management principles and methodologies.
- Good understanding of business processes, service delivery, and technical operations.
- Strong analytical, troubleshooting, decision-making, and problem-solving abilities.
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Ideal Candidate Profile
The ideal candidate is a telecom cloud technical professional with hands-on Nokia Container Services (NCS) experience, strong core network knowledge, and expertise in Kubernetes/OpenStack environments. Candidates should also demonstrate customer-facing technical leadership, critical incident management, escalation handling, and the ability to coordinate technical resolution across distributed teams.
Important: Hands-on Nokia Container Services (NCS) experience is mandatory for this position.