Technical Advisor

Purpose of the Role:

Serve as the principal technical advisor to the Head of Services and Care, providing expert guidance and hands-on support on complex technical cases, escalations, and strategic initiatives. Act as a trusted technical authority, ensuring that technical decisions, escalations, and customer engagements are handled with excellence, innovation, and alignment to Nokia’s best practices.

• Advise and support the Head of Services and Care on critical technical cases, escalations, and customer-impacting issues, ensuring timely and effective resolution.
• Proactively engage with technical, delivery and business teams to break down silos, ensuring all stakeholders are aligned and working toward shared objectives. Escalate and challenge blockers assertively to maintain momentum and accountability.
• Use deep technical expertise, data-driven arguments, and executive sponsorship to ensure recommendations are adopted—even in the face of resistance. Be persistent in following up on actions and decisions until closure is achieved. In this respect work closely with all Delivery teams inside S&C and beyond with GBC and P&E.
• Set a high bar for technical quality and customer impact. Refuse to accept suboptimal solutions; push teams to revisit and improve approaches when necessary to achieve the best possible results for the business and customers. Be the backstop support as needed to both DS&C/MS and I&A head for such approaches.
• Step in during escalations, outages, or high-stakes technical reviews to ensure that decisions are made based on facts, best practices, and long-term value—not expediency or politics.
• Support S&C head and DS&C head to lead and mediate tough discussions between teams or individuals with conflicting priorities, ensuring that technical and business objectives are not compromised.
• Regularly solicit feedback from the Head of Services and Care, N3 leaders across S&C, GBC and P&E + technical teams, and customers to identify gaps, suggest improvements, and push that lessons learned are rapidly incorporated into future actions.
• Drive every technical case, escalation, or improvement initiative to a clear and documented resolution when requested.
• Encourage teams to challenge assumptions, debate solutions, and surface risks early—while maintaining a focus on respectful, outcome-oriented dialogue.
• Provide technical leadership and recommendations during executive reviews, customer meetings, and crisis situations.
• Analyze complex technical problems, propose actionable solutions, and coordinate with domain experts to drive resolution.
• Review and validate solution architectures, deployment strategies, and lifecycle management plans for high-impact projects.
• Collaborate with I&A and DE on the adoption of modern engineering practices, automation frameworks, and AI-driven serviceability improvements across Services and Care.
• Lead or participate in root-cause analysis, and technical post-mortems, ensuring learnings are captured and later shared with DE for sharing with the rest of organization as needed via T&C in the form of training courses.
• Support the Head of Services and Care in preparing for technical forums, architecture boards, and innovation councils in conjunction with I&A and DE.
• Foster collaboration between Services and Care, R&D, and Market Services to ensure alignment on technical strategy and customer expectations.
Mentor and coach technical teams, promoting a culture of continuous improvement and technical excellence.

Parameters for Success (KPIs)

• Customer satisfaction (NPS) and feedback on technical case handling as triggered.
• Resolution speed and effectiveness for escalated technical issues whether project or Care related.
• Quality and impact of technical recommendations and interventions.
• Adoption rate of improved design/deployment and integration techniques/best practices (moving the needle) in Services and Care signed off by DE/DS&C.
• Contribution to technical knowledge sharing and capability building.
• Team player and influencer through others – strong alignment/interlock with leaders across S&C/GBC and P&E.

• 20+ years of experience in technical delivery, architecture, or engineering roles, preferably in telecom or related industries.
• Deep expertise in CORE applications, cloud-native, automation, and AI/ML technologies.
• Strong analytical and problem-solving skills, with a proven track record in resolving complex technical issues.
• Excellent communication and stakeholder management skills, including experience engaging with executive leadership.
• Experience in driving technical transformation and adoption of modern engineering practices.
• Inclusive leadership, coaching mindset, and a focus on talent development.