Service Management L2 Engineer
About The Position
The Service Management L2 Specialist / Resident Engineer plays a critical role in maintaining and improving service delivery for Nokia customers. They monitor service levels, analyze incidents related to performance degradation and recurring complaints, and resolve escalated issues requiring advanced expertise. Working onsite at the customer’s location, the Resident Engineer interfaces with NOC personnel to support operations and maintenance engineering activities. Key responsibilities include establishing documented processes to improve network visibility, enhancing outage management workflows, and defining IP/MPLS provisioning standards to reduce fault restoration timelines. The role also involves evaluating customer skillsets and delivering tailored training to ensure long-term operational excellence.
Responsibilities
- Maintaining and improving service delivery for Nokia customers
- Monitoring service levels
- Analyzing incidents related to performance degradation and recurring complaints
- Resolving escalated issues requiring advanced expertise
- Interfacing with NOC personnel to support operations and maintenance engineering activities
- Establishing documented processes to improve network visibility
- Enhancing outage management workflows
- Defining IP/MPLS provisioning standards to reduce fault restoration timelines
- Evaluating customer skillsets
- Delivering tailored training to ensure long-term operational excellence
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
