Recruiting for Problem 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 toYour skills and experienceProblem Management is a highly customer-focused, operational leader that is responsible for flawlessly managing problems. As a member of the Customer Success Group, the PM lead should have strong technical knowledge of Telecom systems and deep experience leading internal and external rapid responses to complex problems.PM lead is a key driver for Priority-1 and Major/Top Problems. 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, the PM Lead is both technically competent and business-oriented also Critical Key SLA management and Post Incident Report Management. Key Accountabilities: -
• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Responsible for PM Governance with Customer & GDC
• Ownership of Critical Service Level 02
• Single point of contact for one or more problems
• Managing E2E life cycle of problems.
• To review the Problem Trends and Planning and Driving 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
• 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, Top PM case review with onshore
• Produces Problem Management reports and management information
• 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 customer and 3rd party
• Drive all problems towards root cause identification and permanent fix
• Need to have innovative approach as problems are unique and need to use different RCA techniques
• End to End PIR accountability
• Support OSS transformation in PM
• Enterprise / Wholesale Problem Management
You will be interacting with
• Customer/Onshore SME.
• Operations Team (Service Operations, Service Managers)
• PGO, Engineering Team
• Service Delivery Managers, Network & Service Manager, Incident 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 network with 10-12 years of experience.
• 8+ years experience in a technical support environment, handling highly complex issues in Telecom.
• 5+ years managing, coordinating problems
• 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 & Intermediate ITIL SO Level Certification
Multi-Vendor Network management experienceWhat we offerNokia 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 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,

Keyskills :
problem managementchange managementlife cycleroot causeservice levelsla managementmanaged servicestechnical supportservice providers