Incident Management Specialist

Job Description

Cloud and Network Services, include the existing Nokia Software business (excluding Mobile Networks network management), Nokia s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its current Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creationJob DescriptionOCC lead is a highly customer-focused, operational leader that is responsible for flawlessly executing Incidents, world class, critical incident response operation, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the OCC lead should have strong technical knowledge of Telecom systems and deep experience leading internal and external rapid response to complex incidents.OCC lead is a key driver for Severity-1 and executive level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Support management team, the OCC Lead is both technically competent and business oriented also Critical Key SLA management, Emergency Change management, Vendor management and Post Incident Report Management. OCC Lead also responsible for Problem Management function.As Critical Incident Manager

• Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.
• Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
• Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
• Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success to ensure alignment across the Delivery.
• Represents Nokia Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group.
• Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate stake holder with a case owner within specific SLAs, and that issues are fully handed off to the receiving manager.
• Addresses incoming escalations from executives and routes to the appropriate resource/teams
• Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed.
• Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available

.As a Problem Manager

• Single point of contact for one or more problems
• Responsible for Ownership and Coordination of actions of those problems
• To analyze root cause, identify Known Error and coordinating actions to fix the error.
• To review the Problem Trends and Planning and Driving Improvement Plan
• To be proactive in identifying problems, analyses and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Prevents the replication of Problems across multiple systems
• Reviews the efficiency and effectiveness of the Problem control process
• Monitors the effectiveness of error control and makes recommendations for improvements
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with problem owners where necessary
• Updating KEDB
• Produces Problem Management reports and management information
• Coordinates meetings to resolve problems
• Prevents recurrence of issues by identifying root cause and implementing fix
• work with all internal technical teams, Service Management and external stakeholders like customer and 3rd partyDrive all problems towards root cause identification and permanent fix
• Need to have innovative approach as problems are unique and need to use different RCA techniques

Job Attributes

• Proven ability to work across to meet common objectives and customer expectations.
• Prior experience in working with Customer directly is required
• Able to work under pressure without compromising delivery
• Able to work in a changing environment and adapt with changes.
• Proven excellence in: Leading, Communication, Problem Solving and Organizational influence.
• Must be able to multitask effectively across other responsibilities.
• Highly process focused.
• Clearly identify improvement opportunities & implement necessary changes.
• Excellent written and verbal communication and interpersonal skills.
• Strong facilitation skills and ability to gain consensus
• Proven ability to see business processes through a customer lens.
• Strong negotiation, conflict resolution and influencing skills.
• Comfortable communicating to all levels within the organization
• Results/outcome oriented, Service / Quality Mindset

Job Experience and Competencies

• Technical Experience from either Core/Prepaid/Access/RAN network with 6-8 years of experience.
• Total 12+ years of overall experience in Telecom & IT operations
• 8+ years experience in a technical support environment, handling highly complex issues in Telecom.
• 5+ years managing, coordinating, and ensuring resolution on executive-facing escalations.
• 3+ years at the Management level, preferably managing individual contributors,
• Outstanding Communication skills; Both Written and Verbal Communications.
• Deep experience leading and responding to complex critical incidents.
• Strong operational and services experience in a Managed services delivery environment.
• ITIL V3 Foundation Level Certification
• Multi-Vendor Network management experience
• Vendor / Third party Management Skills

Working with us, you will have a positive impact on people s lives and help to overcome some of the world s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves.,

Keyskills :
customer servicecase managementclarifydirectingservice improvement planscritical incident responseroot causecore networkv3 foundationsla managementrapid responseproblem solvingcisco