Partner Success Center Agent

Position Overview

We are seeking a PSC Agent to serve as a customer-facing operational role responsible for incident intake, service monitoring coordination, communication management, and lifecycle tracking across satellite-to-mobile services. Operating within the Service Assurance organization, this person acts as the primary interface between customers and technical operations, ensuring transparent communication and disciplined incident handling. This role is critical during launch, early life support, and steady-state operations, ensuring customer trust, SLA adherence, and audit-ready incident documentation, and establishes baseline customer-facing support capacity within Service Assurance designed to scale as service demand grows.

Key Responsibilities:

• Act as the first point of contact for customers reporting service incidents, degradation, or operational queries.
• Receive incident reports via defined channels and log them accurately into the incident management system.
• Ensure correct capture of customer impact, service identifiers, timestamps, and symptoms.
• Classify incidents based on severity, service impact, and domain (satellite, RAN, gateway, core, transport, OSS).
• Maintain full lifecycle tracking of incidents from creation through closure.
• Ensure incidents are routed to the correct NOC or Managed Services team per Service Assurance workflows.
• Coordinate closely with Nokia Managed Services NOC Engineers and AST NOC Telco Engineers for incident triage and progress updates.
• Execute escalation procedures as defined by Service Assurance governance.
• Follow instructions from NOC and Operations leadership precisely, including severity changes and customer notifications.
• Provide timely, accurate, and structured updates to customers throughout the incident lifecycle.
• Translate technical NOC updates into clear, customer-friendly communication.
• Manage customer expectations during major incidents, restoration activities, or prolonged outages.
• Maintain complete and accurate incident records, communication logs, and closure notes.
• Ensure documentation supports audit requirements, SLA validation, and post-incident analysis.
• Support Governance and Operations teams with incident data for reviews, reporting, and compliance.
• Confirm service restoration with NOC teams before customer closure communication.
• Ensure customers receive clear confirmation of resolution and next steps, if applicable.
• Validate that incident closure meets Service Assurance quality standards, and that all deployments meet quality benchmarks, standards, and defined acceptance criteria.
• Produce accurate and complete incident tickets with full lifecycle documentation, customer communication records aligned with Service Assurance transparency standards, restoration confirmation records, incident closure summaries, and audit-ready documentation supporting compliance and governance reviews.

Qualifications

Education:

Bachelor's degree in Telecommunications, Electronics, IT, Computer Science, or a related discipline.

Experience:

• 2-5 years of experience in telecom service assurance, NOC support, customer operations, or incident management roles.
• Strong understanding of incident management fundamentals, including logging, severity assignment, escalation, and closure discipline.
• Working knowledge of telecom service domains such as RAN, core, transport, OSS/NMS, gateway, and satellite service chains.
• Ability to interpret operational inputs such as alarms, incident updates, and service impact indicators (without performing L2/L3 troubleshooting).

Preferred Qualifications:

• ITIL Foundation or service management certification.
• Experience supporting mobile, satellite, or hybrid telecom networks in regional or global operations environments.
• Prior experience in 24x7 operational environments.

Soft Skills:

• Strong customer-facing communication skills, both written and verbal.
• High attention to detail with disciplined documentation practices.
• Ability to remain calm and structured during high-severity incidents and time-critical situations.
• Strong coordination skills across Service Assurance, Managed Services, NOC, and engineering teams.

Technology Stack:

• ITSM/incident management tools (ServiceNow, Remedy, Jira Service Management, or equivalent).
• Collaboration and documentation tools (Outlook, Teams, Confluence, SharePoint).
• OSS/NMS dashboards and operational monitoring views.

Physical Requirements

• Ability to work in a fast-paced operational environment, including shift-based coverage if required.
• Role may require coordination across global time zones to support continuous Service Assurance coverage.
• Ability to support extended incident bridges during major outages or launch-phase events.

This job description may not be inclusive to the duties and responsibilities listed. Additional tasks may be assigned to the employee from time to time or the scope of the job may change as needed by business demands.