Job Description
Join us in creating the technology that helps the world act together
We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.
The team you'll be part of
As Nokia's 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
Your skills and experience
An incident Manager is a highly customer-focused, operational leader that is responsible for flawlessly executing Incidents, and critical incident response operations, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the Incident manager should have strong technical knowledge of Telecom systems and deep experience leading the internal and external rapid response to complex incidents.
Incident Manager 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, Incident Manager is both technically competent and business oriented also Critical Key SLA management, Emergency Change management, Vendor management, and Post Incident Report Management.
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.
Led cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and 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, ensure that Sev-1 issues are assigned by the appropriate stakeholder 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 pulling 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 coordinate actions to fix the error.
To review the Problem Trends and Planning and Drive 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
Key Accountabilities: -
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
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 customers and 3rd party
Drive all problems towards root cause identification and permanent fix
Need to have an innovative approach as problems are unique and need to use different RCA techniques.
Customer/Onshore SME.
Operations Team (Service Operations, Service Managers)
PGO, Engineering Team
Service Delivery Managers, Network & Service Managers, Problem Lead, Change Lead
Resolver Groups (internal, partner, and 3rd party), Internal groups
3rd Party and Partners Operations/ Engineering/ Project Office (as applicable).
Competences
Technical Experience from either Core/Prepaid/Access/RAN network with 10-15 years of experience.
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
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
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
We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.
The team you'll be part of
As Nokia's 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
Your skills and experience
An incident Manager is a highly customer-focused, operational leader that is responsible for flawlessly executing Incidents, and critical incident response operations, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the Incident manager should have strong technical knowledge of Telecom systems and deep experience leading the internal and external rapid response to complex incidents.
Incident Manager 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, Incident Manager is both technically competent and business oriented also Critical Key SLA management, Emergency Change management, Vendor management, and Post Incident Report Management.
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.
Led cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and 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, ensure that Sev-1 issues are assigned by the appropriate stakeholder 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 pulling 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 coordinate actions to fix the error.
To review the Problem Trends and Planning and Drive 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
Key Accountabilities: -
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
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 customers and 3rd party
Drive all problems towards root cause identification and permanent fix
Need to have an innovative approach as problems are unique and need to use different RCA techniques.
Customer/Onshore SME.
Operations Team (Service Operations, Service Managers)
PGO, Engineering Team
Service Delivery Managers, Network & Service Managers, Problem Lead, Change Lead
Resolver Groups (internal, partner, and 3rd party), Internal groups
3rd Party and Partners Operations/ Engineering/ Project Office (as applicable).
Competences
Technical Experience from either Core/Prepaid/Access/RAN network with 10-15 years of experience.
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
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
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
💡 Quick Summary
Seeking a career-building opportunity? The Incident Management position is now open for candidates interested in the Operations Executive Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
