FN Care Manager – South America

About the role

The FN Care Manager is responsible for ensuring high‑quality service delivery to Nokia customers in South America. You will act as the primary escalation point for technical issues, manage customer relationships, and guarantee SLA compliance across your assigned clusters.

Key responsibilities

• Manage escalations that require Root Cause Analysis beyond standard severity levels.
• Serve as the escalation interface between 3LS, R&D, ProServ, and NDE, ensuring clear communication and workflow alignment.
• Own technical customer relationships, focusing on service delivery, performance monitoring, and SLA adherence.
• Coordinate with FN Care RDC teams to improve response times and resolve incidents remotely.
• Track and update customer issues in the Salesforce Trouble Ticket system following Nokia processes.
• Document outage impacts and fulfill contractual root‑cause analysis obligations.
• Facilitate knowledge transfer of network changes and updates to support efficient problem resolution.

Required profile

• Bachelor’s degree in Telecommunications, Computer Science, IT or a related field.
• 5+ years of experience troubleshooting FN Fiber products (e.g., ISAM, ONT, Lightspan, Altiplano) or working in cloud/containerized environments.
• Strong analytical, problem‑solving and self‑motivation skills.
• Proven ability to work independently and within diverse, global teams.
• Excellent communication skills, both verbal and written, with the ability to engage senior executives.

Required skills

• Hands‑on experience with FN Fiber products such as ISAM, ONT, Lightspan, Altiplano.
• Experience in cloud and containerized environments.
• Proficiency with Salesforce Trouble Ticket system.
• Root Cause Analysis (RCA) methodology.