$45000 - $55000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Main Responsibilities:
Accountable for execution of the Incident Service Restoration activities
Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Nokia IT senior management in regards of escalations on Critical Incidents (P1, P2)
Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties.
Manage priority and risk evaluation of Critical Incidents
Manage and lead the Incident management team and its members (Incident Management Coordinators) and establishes team / individual members’ objectives.
Defines and maintains the working shift organization of the team member (roster) and ensures all the critical incidents are effectively and timely assigned and solved to/by one of the available coordinators.
Organizes the continuous improvement of the team knowledge of the Nokia IT environment (internal training plan) to enhance the team members’ capabilities of understanding the business impact of the incidents.
Works in close cooperation with Client Service Managers (CSM), Client Service Engineers (CSE) as well as Services Owners within IT and act as internal IT stakeholders to improve the effectiveness of resolution.
Availability and ability to work outside normal business hours in case of high Prio Incidents (P1) require immediate resolution support (defined working shifts)
REQUIRED SKILLS
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)
Multiple-year experience in ITIL process management
Able to coordinate people in a multidisciplinary and multi-cultural environment, including external IT providers, Nokia IT technical teams, as well as technicians from business areas
Capability to interact with Nokia senior management
Experience in managing global escalations in crisis situation
Background and experience in one or many of the IT domains below is beneficial:
Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
Data Center (Wintel, Unix, Storage,…)
Cybersecurity
Enterprise Resource Planning (ERP) – SAP
Enterprise Relationship Management (ERM)
Enterprise Data Warehouse.
End-User Computing
End-User Communication (Phone & Video)
Minimum Qualifications:
Degree in Engineering, Computer Science or related field from recognized university
10-15yrs of overall experience with minimum 5 years of experience in leading Incident Management in complex technology environments
Fluent in written and spoken English.
ITIL V4 foundation certification
Preferred Qualifications:
ITIL V4 expert certification
Six Sigma
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
10-15yrs of overall experience
5 years of experience
Technology
On going position
Hybrid Remote