EMEA Incident Manager

Job Description

Come create the technology that helps the world act togetherNokia 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.The team you?ll be part ofAs Nokias growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.Incident Manager is E2E responsible for the management, drive, escalation, investigation and resolution of critical incidents/crisis situations, ensuring business and customer updates are timely and of required quality standards. Creation and delivery of agreed action plans with named actions, clear owners and deadlines. The incident Manager should drive strong functional and working relationships between all stakeholders (management or technical) associated with end-to-end service delivery and assurance. Accountable over the communication management activities towards Nokia and/or customer top management during crisis situations (high impact / extraordinary impact). Focusing on continuous improvement of internal and/or external customer perception, trust and satisfaction during and post-crisis situations. Driving innovation in relation to service management towards customers and facilitate further developments plans.What you will learn and contribute to ? E2E owner of EME incident management. (Aligning right experts, escalating issues to next levels, managing technical bridges/management bridges to get the issues resolved, RCA management and validation, CA and PA traction and closures by getting them implemented)? Drive complex outage and restore the services in synchronization with the customer, partners and Technical Support Operations.? Play the role of Outage Manager, if required, to ensure effective coordination of resources involved in trouble resolution.? Resolve incidents within defined time period, and escalate unresolved incidents to Technical Support Operations, Outside Equipment Manufacturer (OEM), third-party providers, etc.? Manage the communication during incidents, for ongoing tickets or when requested.? Ensure adherence to committed SLAs, lead governance meeting with stakeholders? Produce Incident Reports, conduct RCA (Root Cause Analysis) and Lessons Learned.? Reviewing and auditing the process. ? Producing management information, including KPIs and reports. ? Monitoring the effectiveness of incident management and making recommendations for improvement and actions tracking. ? Driving, developing, managing and maintaining the major incident process and associated procedures. ? Cross function Co-ordination with different entities ? Be the SPOC for all activities related to the incidentYour skills and experience ? Bachelor?s degree or equivalent experience required? At least 5 years of Care Delivery work. ? Engineering background or equivalent experience. ? Experience in Incident management & coordination welcome ? Experience in telecom technical domains ? Good understanding of telecommunications / network / information technology solutions & products. ? Ability to understand the topology of the customers network.? Network troubleshooting & problem isolation basic knowledge ? Ability to document information. ? Ability to work under stress ? People management skills ? ITIL based framework experience. ? English mandatory.What we offer Nokiaoffers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programsand highly diverse teams with an inclusive culture where people thrive and are empowered.Nokia is committed to inclusion and is an equal opportunity employerNokia 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
• LGBT+ equality & best place to work by HRC Foundation

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.Additional Information

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