Incident Manager

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimizing, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

• Responsible for the E2E restoration of the Critical Incident / Outage within the customer’s contractual ‘Restoration’ time.
• Provision of 24x7x365 Outage & Critical Incident Management
• Clarify the severity of the reported issue together with its network & subscriber impact and ensure alignment of the case classification in the case handling tool.
• Co-ordinate and drive Outage and Critical Incident restoration activities for in-scope cases.
• Ensure the efficient engagement and working of resources and experts.
• Lead the conference bridge or other utilized communication medium.
• Track the progression of the restoration action plan and the corresponding actions.
• Real-time reporting via Internal/Email tools
• Accurate recording of restoration progression and resource engagements & efficiency
• Case Handling Tool Admin: including backdating and validation
• Perform Deep Dives on cases where Nokia failed to meet the restoration commitment or cases where there is potential to improve the restoration efficiency
• Promote corrective/preventive actions when gaps are found in the emergency service delivery. (e.g. Contract Issues, Non-Activations, Tool Issues, etc)
• Interface to the Market Services / CaPM communities to promote the efficient, proactive implementation of outage prevention actions as identified by the Critical Bulletin Program.
• Support and contribute to Case Handling and Critical Incident Process Improvement Programs

Provide ‘Design for Serviceability suggestions based on internal and external feedback.

Key Competencies:

• Prior experience of handling critical incident support organization
• Capability to articulate business impact of incidents to higher management
• Strong leadership and people management skills, previous experience as a people manager
• Ability to take constructive feedback
• Attention to detail
• Team player
• Experience in leading a high-performing team of professionals globally
• Able to manage a team of individuals in our multicultural environment
• Highly independent and self-directed individual capable of working with minimal supervision.
• Exceptional interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
• Strong problem-solving skills
• Sense of urgency
• Excellent verbal and written communication and presentation skills (English)
• Able to coordinate people in a multidisciplinary and multi-cultural environment
• Capability to interact with Nokia senior management
• Experience in managing global escalations in crisis situation
• Background and experience in one or many of the below is beneficial:
  • Core and Application products portfolio
  • Cloud infra knowledge
  • Customer management
  • IP knowledge
  • Excell scripting knowledge

Minimum Qualifications:

• Degree in Engineering, Computer Science or related field from recognized university
• 10-15yrs of overall experience with minimum 2 years of experience in Incident Management in complex technology environments
• Fluent in written and spoken English.

Preferred Qualifications:

• ITIL V4 certification
• Six Sigma

IT and cloud certifications

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.
Join us and be part of a company where you will feel included and empowered to succeed.