As a Care Engineer, you will act as the primary technical interface for customers and Customer Teams (CTs), driving timely resolution of technical issues across Kubernetes/OpenShift, CNF, or OpenStack environments. You will be responsible for end-to-end case ownership, incident diagnosis, log analysis, troubleshooting coordination, and ensuring effective delivery-to-care operations while maintaining high customer satisfaction.

Responsibilities

- Provide customer-centric technical support for Care cases and critical customer issues and own end-to-end case lifecycle and drive timely resolution through effective stakeholder management.
- Act as the primary interface between customers, Customer Teams (CTs), Market Teams, and L3 Engineering.
- Perform incident analysis, health checks, log collection, and troubleshooting activities and facilitate technical troubleshooting sessions between customers and L3 teams.
- Ensure regular governance and communication for assigned customer cases and participate in weekly case review meetings with Market and L3 teams.
- Support Major Escalations (ME), Emergency Management Escalations (EME), and critical incidents and drive Delivery-to-Care (D2C) activities and service readiness processes.
- Identify opportunities for automation, process simplification, and operational improvements and contribute to knowledge sharing and reuse of proven solutions.
- Provide on-call support and participate in 24x7 critical incident management activities.

Qualifications

You have:

- Bachelor’s degree in Computer Science, IT, Telecommunications, or a related field, with 8+ years of experience in Technical Support, Cloud Operations, or Customer Support.
- Hands-on expertise in Kubernetes/OpenShift, CNF, and/or OpenStack development, deployment, testing, or support.
- Solid Linux L3 administration and troubleshooting skills,



with working knowledge of L2/L3 networking.
- Proven experience handling customer escalations, critical incidents, and high-priority technical issues.
- Experience with monitoring and observability tools such as Prometheus, Grafana, and ELK, with knowledge of ITIL, Incident/Problem Management, and telecom cloud solutions.

Nice to have:

- Knowledge of Docker, Helm, CI/CD, Git, DevOps, and scripting/automation using Python, Shell, or Ansible.
- Willingness to provide 24x7 critical incident and on-call support, including EME support.
- Strong analytical, problem-solving, troubleshooting, communication, and customer-facing skills.

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Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

📌 Care Engineer (Thiruporur)
🏢 NOKIA
📍 Thiruporur