Care Technical Manager (CaTM)

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Care Technical Manager (CaTM) based in the United States. Join a technically driven telecommunications environment where cloud-native infrastructure and next-generation network technologies are essential to reliable service delivery. As a Care Technical Manager, you will lead the resolution of complex technical issues across telecom cloud platforms and core network systems. You will leverage your hands-on expertise in Nokia Container Services (NCS), Kubernetes, and OpenStack to troubleshoot incidents, improve platform performance, and maintain service continuity. Working closely with engineering, operations, and customer-facing teams, you will coordinate critical escalations and drive effective, lasting solutions. This role combines technical leadership, incident management, and customer engagement in a fully remote setting. It offers the opportunity to contribute to operational excellence, cloud infrastructure reliability, and continuous service improvement across distributed telecommunications environments.

Provide advanced technical support and manage complex customer issues involving telecommunications cloud infrastructure and core network solutions. Troubleshoot, diagnose, and resolve issues across Nokia Container Services (NCS), Kubernetes-based platforms, OpenStack, and cloud-native network functions (CNFs). Support telecom core network technologies, including LTE, VoLTE, VoWiFi, and 5G, ensuring reliable network operations and service availability. Lead critical incident management, handle customer escalations, and participate in emergency on-call support, including 24/7 coverage as required. Coordinate technical resolution efforts across engineering, operations, product, and customer teams to ensure timely and effective incident closure. Conduct root cause analysis (RCA), identify recurring technical issues, and recommend corrective and preventive actions to improve system reliability. Monitor platform health, availability, and performance using observability tools such as Prometheus, Grafana, and Thanos. Support configuration, deployment, maintenance, and troubleshooting across telecommunications cloud, distributed cloud, edge cloud, and public cloud environments. Manage customer communications, incident updates, technical documentation, and service reports, ensuring clear and timely information throughout the resolution process. Follow operational procedures for incident, problem, and change management, using Salesforce and other ticketing and service management tools. Contribute to automation, DevOps, GitOps, and cybersecurity initiatives that enhance operational efficiency, system stability, and security. Apply project management principles to coordinate technical activities, prioritize competing demands, and deliver continuous service improvements. Requirements: Hands-on experience with Nokia Container Services (NCS) is mandatory . Candidates without practical NCS experience will not meet a core requirement of this position. Strong understanding of telecommunications core network technologies, including LTE, VoLTE, VoWiFi, and 5G. Experience supporting telecommunications cloud environments, including public cloud, distributed cloud, and edge cloud infrastructure, as well as cloud-native network functions (CNFs) and virtual network functions (VNFs). Solid knowledge of Kubernetes-based platforms and OpenStack, including configuration, deployment, operations, and troubleshooting. Strong networking fundamentals, including IP connectivity, TCP/IP, routing, switching, Layer 2 and Layer 3 networks, routers, firewalls, and network security. Familiarity with telecom protocols and services such as DNS, RADIUS, LDAP, MAP, and Diameter, including Diameter-based policy control and charging. Experience with telecommunications cloud and infrastructure platforms such as CBIS, NCS, OCP, and NRHO is desirable, along with knowledge of server and storage environments from vendors such as AirFrame, HPE, Dell, and EMC. Working knowledge of monitoring and observability tools, particularly Prometheus, Grafana, and Thanos, for performance analysis, system health monitoring, and troubleshooting. Familiarity with automation and operational tooling, including Ansible, GitOps practices, DevOps workflows, and automation related to NCD environments. Understanding of cybersecurity principles, cloud operations, and operational security best practices. Experience with service management processes, including incident, problem, change, and escalation management, as well as ticketing systems such as Salesforce and cloud operations MoO processes. Proven experience in customer-facing technical support, technical service delivery, or a comparable telecommunications operations role. Demonstrated ability to manage critical incidents, coordinate emergency response, perform root cause analysis, and support 24/7 on-call operations when required. Excellent written and verbal communication skills in English, with the ability to explain complex technical issues clearly to customers, engineering teams, and other stakeholders. Strong analytical, troubleshooting, decision-making, and problem-solving abilities, combined with effective cross-functional collaboration and escalation management skills. Knowledge of project management principles, business processes, and service delivery practices, with the ability to prioritize multiple activities and drive results independently. Work arrangement: Fully remote within the United States. Employment type: Contract. Visa eligibility: No visa restrictions are specified, but OPT candidates are not eligible. Benefits: Remote flexibility: Fully remote work arrangement within the United States. Contract opportunity: The chance to contribute specialized technical expertise to telecommunications cloud operations and service delivery. Technical development: Opportunities to work with advanced telecom cloud infrastructure, including Nokia Container Services, Kubernetes, OpenStack, and 5G network technologies. Cross-functional collaboration: Exposure to engineering, operations, product, and customer-facing teams working on complex technical challenges. Professional impact: The opportunity to improve service reliability, strengthen incident response, and optimize cloud-native telecommunications infrastructure. Compensation and additional benefits: Salary, healthcare coverage, paid time off, and other benefits are not specified in the provided job description and should be confirmed with the hiring team. Working hours: Emergency on-call support, including 24/7 coverage when required, may be part of the role.