Job Description
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IT Critical Incident Manager & Problem Manager
NOKIA
Bengaluru, Karnataka
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1+ hours ago
Full–time
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.
The team you'll be part of
Strategy and Technology lays the path for Nokia’s future technology innovation and identifies the most promising areas for Nokia to create new value. We set the company’s strategy and technology vision, offer an unparalleled research foundation for innovation, and provide critical support infrastructure for Nokia.
Your skills and experience
The Critical Incident Management Coordinator is accountable for the execution of the Critical Incident Service Restoration process in her/his area of responsibility by managing its own set of critical incidents and coordinating the activity of the incident analysts contributing to their resolution. He/She’s also responsible of communicating the progress of Critical Incident resolution to Nokia IT management / Nokia Business and coordinates the Post Incident review after Critical Incident resolution. He/she is one of the Escalation contacts for Critical Incidents within Nokia IT.
Main Responsibilities:
• Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams
• Decides upon Critical Incident Management technical bridges participants;
• Chairs the Critical Incident Management technical bridges meetings;
• Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets;
• Responsible for Communication to the Nokia IT management and Nokia Business for all Critical incidents
• Contributes to the activation of ad hoc communication plans for specific Critical Incidents
• After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams
• Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident.
• Acts as an escalation contact for Nokia business users
• Communicates actively with the different members of the teams involved in the Critical Incident Management resolution (Service Desk, Delivery teams, Nokia IT stakeholders, Business stakeholders)
• Ensures terminology used (technical or business) is understood by both business and technical teams
• Availability to work afternoon/night shifts
• Availability to perform On-Call
• Responsible for oversight the Problem Management Process for Critical Incidents
• Perform RCA reviews
• Proactively monitor High Priority Incidents and coordinates concerned Teams till resolution when required
• Deliver ad hoc reports and perform Pareto Analysis
Qualifications
Key Competencies:
• Highly independent and self-directed individual capable of working with minimal supervision.
• Able to coordinate a team of people in multicultural environment, including IT providers, Nokia IT technical teams, as well as technicians from business areas
• Able to deal with outsourced IT Service environment, in multicultural environment.
• Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
• Team player
• Strong problem-solving skills
• Sense of urgency
• Excellent verbal and written communication skills (English)
• Capability to interact with Nokia IT senior management in regard of Critical Incident status updates
• Very good knowledge of ITIL processes
• Experience in managing escalations in crisis situation
It would be nice if you also had:
• 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.
• Google Cloud Platform (GCP)
What we offer
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 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
• 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, ****** 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
