Incident Management Specialist

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.

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.

Technical + Management Skills

Green Belt Six Sigma Certification

ITIL V3 Certification

Nokia Core product/platform certification.

Leadership Skills,

People Management Skills,

Customer Management Skills

Vendor / Third party Management Skills

Cross functional Stakeholders Management Skills,
Service/Quality Mindset ,

Analytical skills

Good knowledge in RAN and Core network with minimum 10 years of overall technical experience. Should have minimum 5 years working experience in Incident manager role
Work experience on Telecom network in Core, RAN or Cloud Experience
Good exposure on 5G network architecture
Exposure in Multivendor network environment
Ability to handle the network outage and drive towards restoration within defined SLA
Ability to drive Post incident review meeting with Customer and all relevant stakeholders
Strong Customer communication skillset
ITIL certification is Plus
Technical & Management bridge handling experience
Vendor management and escalation management experience.
Knowledge on incident and problem management process.
Should be ready to work in 24X7 shift operations.
Good experience in Service Level management
Fluency in Spoken and written English,
Should be an excellent business communication skills
Ability to work under highly pressurized environment.
Customer management Experience
Experience in process development
Knowledge on project management/Customer SLA Management
Good Communication and inter personal Skills
Prior Experience in Global Customer Interaction
Flexible and ready for new challenges
Good in multitasking
Highly engaged and motivated
Innovative, Open mind, Collaborative
Quality oriented and Focused on execution excellence
Main Objectives:-

Achieving 100% SLAs associated with Service Management

VHA Service management governance

Incorporating the continuous improvement approach and bring the team to high performance team.

Preparing Business case and coordinating with Region/RCM for demand vs Resource Supply chain.

New project addition and related discussion.