Job Category: Customer Services

Degree Level: Bachelor's degree

Job Description:

We are seeking an experienced Service and Operation Lead to contribute to the operations of a large-scale telecommunications network comprising Fiber Optic Infrastructure, DWDM Transport Systems, and IP/MPLS Networks.

The successful candidate will act as technical interface to the customer (network operator) for coordination and transformation activities.
The role requires strong operational expertise, leadership capabilities, and the ability to drive continuous improvement initiatives

Responsibilities:

- Provide technical guidance and support to NOC engineers, field teams, and operational staff.
- Act as the primary customer escalation point for complex network issues and major incidents.
- Lead technical reviews, root cause investigations, and corrective action planning.
- Ensure compliance with all relevant standards, safety regulations, and customer requirements through proper documentation, quality control.
- In relation with customer and NOC, play an active role in following key processes: Incident management, problem management, capacity, performance and change management
- Participate in operational governance meetings, service reviews, and technical workshops.
- Contribute to operational performance and defend SLA/KPI toward customers
- Manage customer expectations during service outages, maintenance activities, and major incidents.
- Driving the automation and operational transformation agenda with the customer, including the roadmap towards higher levels of automation.
- Coordinate with equipment vendors and support organizations and manage technical escalations with vendors.

Qualifications:





Must have

- 8-15+ years of telecommunications network operations experience
- Technical knowledge on carrier-grade DWDM and IP/MPLS networks
- Proven customer-facing experience with telecom operators or service providers.
- Fluent in Spanish & English (spoken and written).
- Home based in Spain / Madrid

Nice to have

- Experience leading technical teams within a NOC, operations, or managed services environment.
- Experience managing major incidents and operational escalations.
- Practical knowledge of 3rd-party telecom materials and subcontractor coordination.
- Willingness to travel (

20%)

Key Competencies

- Strong customer engagement and communication skills.
- Excellent troubleshooting and analytical abilities.
- Ability to lead technical discussions across multiple technology domains.
- Strong stakeholder and vendor management skills.
- Decision-making under pressure during service-impacting incidents.
- Ability to mentor engineers and drive technical excellence.
- Continuous improvement mindset.

About Us:

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.

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Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. .

About the Team:

Some of our benefits:

- Versátil and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond

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📌 Service and Operation Lead (Madrid)
🏢 Nokia
📍 Madrid