Service Management Specialist

 Family Description 

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

 Subfamily Description 

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.


 Impact 

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

 Scope & Contribution 

Individual Contributor:Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory:May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

 Innovation 

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

 Communication 

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

 Knowledge & Experience 

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.



Govern the achievement of all direct SLAs of Incident management holding 225 points out of 1000.
Lead the Incident Managers on IM process governance and handle bridges during parallel outages.
Support on duty IMs during P1/P2 outages to improve the quality of IM Delivery and paging notification delivery.
Enable the new joiners and existing incident managers who needs improvement.
Initiate and drives updates and improvements to the OLAs and SLAs.
End-to-end responsibility for managing corrective maintenance of network problems ensuring TTs are actively managed until resolution to SLA & OLA requirements.
Govern Nokia & TCS joint incident management WLA process and review periodically.
Act as a focal point of contact to Customer and Nokia top management for all major incident and changes.
Act as Level 1 escalation contact to Customer/Nokia management for CIM related deliveries.
Govern the JV (TPG-T & Optus) and Vendor management process. Also, store all 3rd party escalation matrix in SharePoint for IM's easy access.
Review and ensure high quality in all the responses and reports that goes out from IM to customer/Nokia.
Govern and act as Force majeure manager in the war room setup for handling any force majeure event.
Interwork with other domain leads closely and assist to resolve the challenges hindering the business delivery.
Support Change and Problem management team during or outside BH when situation demands.
Critical & High Incident Process & Work Instruction periodical review
Force majeure process periodical review and overall governance on the learnings captured.
Review the WORM pack of Service mgmt and ensure high quality.
Prepare breach reports for any threat to direct SLAs of Incident management.
Represent the role of "Onshore Service manager-IM" when situation demands.
Shift Schedule preparations for IMs (Secondary) and people management
Ensuring Problem Management interacts efficiently with the other Technology Services and Delivery Service disciplines.
Acts as VHA contact point to initiate PBI/PKE if not already raised.
Acts as VHA contact point for escalations of PBI/PKE and escalations of issues requiring Nokia GDC Operations delivery.
Internal and customer presentations of root cause findings as well as problem resolution
Initiate process development, review / validate process and participate in process sign off.
Co-ordinate and lead root cause investigation for key Incidents
Govern Reporting - problem management reporting daily, weekly, and monthly.
Govern SLA & KPI Reporting - problem management.