Senior Technical Lead

Should have the

• ITIL Foundation knowledge

• Good Knowledge and hands on experience of SQL Scripting

• Basic understanding of web applications and Portal technologies

• Good in Reading , Writing and Spoken English

• Experience of supporting Enterprise applications

• Familiarity with Salesforce Experience Cloud

• Strong teamwork and cross-functional collaboration skills

Attention to detail and commitment to service quality

Key Roles & Responsibilities

• Provide first-level support to customers, employees, Nokia contacts, and business stakeholders for Support Portal-related issues.

• Guide, Troubleshoot and resolve user account registration, access, and login issues.

• Investigate user-reported problems and collect detailed diagnostic information, screenshots, and error logs.

• Serve as a liaison between end users and application support teams to ensure timely resolution of issues.

• Maintain high levels of customer satisfaction through proactive communication and issue ownership.

• Track incident progress and communicate status updates to users and stakeholders.

• Escalate unresolved incidents in accordance with defined support procedures and SLAs.

• Coordinate with business owners and IT support teams to drive issue resolution.

• Execute smoke testing activities following maintenance windows and emergency releases.

Validate portal functionality using predefined test case