Lead Case Handling Engineer Manager, 24x7 Operations

Lead Case Handling Engineer Manager, 24x7 Operations
Viseu
Viseu, Viseu District, Portugal

Line Manager – Case Handling Specialist at Nokia

As a Line Manager for the Case Handling Specialist team, you will lead a highly skilled engineering group responsible for advanced technical product support within Care Service delivery in a 24x7 environment. You will ensure excellence in case handling, drive operational performance, and foster strong collaboration with global Customer, Market, and R&D teams.

Your role requires strong technical knowledge, analytical capability, and the ability to guide your team through fast‑paced, complex troubleshooting scenarios across 4G/5G and Radio products.

How You Will Contribute & What You Will Learn Team Leadership & People Management

• Lead, mentor, and develop a team of Case Handling Specialists, ensuring continuous growth in technical capability and performance.
• Drive a culture of ownership, accountability, customer focus, and high‑quality case handling.
• Manage team workload, shift planning, and participation in 24x7 emergency duty rosters.
• Conduct regular 1:1s, performance reviews, and training plans.
• Provide coaching on technical escalations, case handling quality, and customer interactions.

Operational Excellence

• Oversee daily case handling operations to ensure SLA compliance, customer satisfaction, and delivery of KPI targets.
• Act as an escalation point for complex or critical technical issues and guide the team toward timely resolution.
• Ensure accurate, complete, and up‑to‑date case documentation in internal tools.
• Drive continuous improvement initiatives to enhance efficiency, knowledge management, and operational processes.

Customer & Stakeholder Management

• Serve as a key interface towards Market teams, Customer teams, and R&D for escalated technical issues.
• Build strong customer relationships and ensure expectations are managed proactively and transparently.
• Represent the team in daily and weekly operational meetings to present progress, risks, and action plans.

Technical Expertise & Support

• Support the team with advanced log analysis (UTF, EMIL, Syslog, MACTTI, Wireshark, etc. ) and troubleshooting of complex issues.
• Oversee activities related to deployments, software upgrades, audits, and network expansions.
• Ensure the team adheres to best practices in debugging, testing, and root‑cause analysis across Radio, 3GPP standards, ORAN, Cloud RAN/v
  RAN, and L1/L2/L3/RF/IODT domains.
• Promote knowledge sharing and contribute to training content creation.

Key Skills & Experience

• B. E / B. Tech in Telecommunications, Computer, Software, Electrical Engineering, or related field.
• 15+ years of industry experience, including strong experience in Customer Technical Support or Case Handling.
• Previous experience leading technical teams or acting as a senior/lead specialist with coaching responsibilities.
• Proven expertise in resolving complex technical issues in 4G/5G/Radio environments.
• Strong knowledge of:
  • Deployment support, software upgrades, and network expansions
  • Incident diagnosis and recovery of critical outages
  • Debugging using standard logs (EMIL, Syslog, MACTTI, Wireshark)
  • Implementation, Integration, Acceptance Testing, O&M, and Care for Radio
  • 3GPP, ORAN, Cloud RAN/v
    RAN
• Strong stakeholder management and communication skills.

It Would Be Nice If You Also Had

• Experience with log collection and processing tools.
• Certifications such as Red
  Hat, AWS, or similar.
• Experience with Emergency Support operations and Case Handling best practices.
• Involvement in training delivery, documentation, or knowledge content creation.

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world. Learn more about life at Nokia.

About the Business Group

Join Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non‑CSP entities in sectors such as utilities, transportation, public services, and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity.

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.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Other

Industries

IT Services and IT Consulting and Telecommunications

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