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 youll 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.What you will learn and contribute to

• 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.
• Produce Incident Reports, conduct RCA analyze and Lesson 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.
• Ticket backlog management and push for resolution aged tickets.
• On call duty for out of hours incidents.
• Provide inputs for the ticket handling quality assessment.

Your skills and experience

• Ability to document information.
• Engineering background or equivalent experience.
• Experience in Incident management & coordination.
• Experience in telecom technical domains
• Network troubleshooting & problem isolation.
• Topology of the customers network.
• Good understanding of telecommunications / network / information technology solutions & product.
• Minimum 2-3 years of Core Incident Management experience.
• ITIL based framework experience.
• French and English mandatory.

What we offer

• Market-competitive salary based on your skills
• 3 annual bonuses (Performance, Christmas and Easter)
• Meal tickets + extra food allowance
• Monthly reimbursement for Sport, Wellness, Culture activities, Kindegarden/After-school expenses
• Annual reimbursement for Dental/Eyeglasses/Lenses costs
• Public Transport/Private Parking monthly allowance or bike/electrical scooter annual cost reimbursement
• 24+ paid vacation days-off
• Flexible time and teleworking
• Private health and life insurance
• Bookster
• E-learning platforms such as NokiaEDU, Harvard ManageMentor, Learning etc. at your disposal for certified technical training and personal development
• Everyday Excellence ? Employee Recognition Program (awards can be redeemed via our
• online store)
• Share in Success - Nokia?s voluntary employee share purchase plan
• Personal Support Service (PSS) ? free access to confidential and professional support and guidance on a range of emotional, practical and work-life topics
• Events and conferences on technical matters but also on well-being at work and other general-purpose subjects
• Access to Nokia Garage innovation space where you can express your technical creativity and implement new projects with support from local community
• Relocation package for Timisoara non-residents
• One of the highest employee referral bonuses on the market so you can bring your friends too :)

Nokia offers 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 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 employerNokia has received the following recognitions for its commitment to inclusion & equality:One of the World?s Most Ethical Companies by EthisphereGender-Equality Index by BloombergWorkplace Pride Global BenchmarkLGBT+ equality & best place to work by HRC FoundationAt 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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