Incident Management Specialist

Job Description

The team youll be part of CNS CCS OD GDC IND OMS Stream - Incident Management Substream. The Incident Management Specialist (ITIL Incident Manager) establishes policies, processes, and systems for the delivery and implementation of a quality incident management process. The incident manager is responsible for overseeing the coordination, planning, and organization of resources for the resolution of Incidents.As 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 pushes the limits from impossible to possible.What you will learn and contribute to To coordinate and drive Network Incidents based on the ITIL Incident Management framework in order to restore normal service operation as quickly as possible.Your skills and experience
• Good understanding of telecommunications network/information technology solutions & products in 2G/3G/4G technologies. Knowledge of 5G would be an additional plus.
• In-depth knowledge of ITIL-based processes (ITIL Intermediate certification preferred for Specialist roles).
• Manage & Drive Telecommunication, Network & IT infrastructure escalated incidents. Ability to logically articulate and drive outages for early technical closure as well as capability to address senior management on the periodic progress of the outages.
• Develop and ensure efficient management of shift schedules, assess resource requirements to manage shift operations.
• Effective problem-solving abilities
• Ability to take ownership and be accountable for an issue or task. Ensure adherence to committed SLAs, lead governance meetings with stakeholders
• Ability to pick up technical knowledge quickly and place it into an Operations context.
• Proven experience in the use and navigation of products in the Microsoft Office application suite e.g. MS Powerpoint, PowerBI & Excel.
• Experience in Service incident reporting and drive improvement actions across the business in order to achieve the best possible levels of service quality and availability whilst developing best practices.
• Produce quality reports to the level expected for the grade including diagrams, spreadsheets, and graphs as appropriate.
• Excellent understanding of Network SLA s & OLA s.
• Available in 24*7 shift job and support multiple Major & Critical Incident Bridges.
• Manage Incident progress & resolution communications
• Establish Internal & external progress updates & Flash periodic reports
• Experience in an issue or problem-solving role.
• Proven time management skills.
• Demonstrate an ability to communicate technical information to enable others to learn.
• Exhibits positive interpersonal and team skills.
• Demonstrates good oral & written communication skills.
• Ability to prioritize workloads and manage conflicting requests on time in a continually fast pace environment
• Monitoring the effectiveness of the incident management process and making recommendations for improvement
• Good interpersonal and influencing skills (consensus building, conflict resolution, etc)
• Experience in working with teams at different physical locations and across multiple time zones.
• Ability to perform well under pressure and to tight timescales
You have:
• Customer service experience
• Project Management/coordination skills
• Minimum 4 to 6 years of Incident Management experience with technical expertise in CORE/RADIO/Transmission domains.
• Excellent written and verbal communication skills in English is mandatory
• Keen listening and high grasping skills
• Excellent Inter & Intra Personal skills
• Adaptability & Flexibility to any environment
• Self - Driven & Goal Oriented
• Driving & Co-ordination skills.
• Show Can-do Attitude
• Good people management skills.
• Excellent customer-facing skills
It would be nice if you also had:
• TIL/Prince2/PMP Certification with proficiency in the English Language (e.g. IELTS) will be an added advantage.
• People with strong IP skills & certification are preferred.
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Keyskills :
customer servicecase managementclarifydirectingproblem solvingservice qualitytime managementmicrosoft officeenglish languageit infrastructure