Problem 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.

• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v4 Strong influencing and relationship management skills
• ITIL v4 Foundation Certification.
• Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Minimum 7 years of experience in technology service management position or a comparable discipline within the mobile technology space
• Experience in managing vendors and suppliers, outsourcing contracts, KPIs and SLAs
• Ability to relate to technology and have fast adoption skills
• Ability to translate customer requirement into meaningful business opportunities
• Strong experience with IT service desk, networks, infrastructure & operations
• Breadth and depth in telecommunications networks both from a technology and services perspective
• Good to excellent command of English

Responsibilities

• End to End governance of the Problem Management Contractual Deliverable with utmost quality.
• Drive and coordinate investigation and diagnosis of the Complex Problem to find the root cause and manage the development of workarounds to resolve the problems in line with prioritization
• To Review, finalize and deliver the contractual reports.
• To make sure the Process Document and Work Instruction are up to date.
• To empower the team and make sure there is no escalations from Customer.
• To support and educate the Problem Managers in their day-to-day tasks.
• To find innovative areas and plan ahead to implement the same.
• Voluntarily come forward and take some actions proactively for benefit of business delivery.
• To work with the team for their PDP improvements.
• Maintains customer awareness of accepted risks on needed level.
• Make sure the PIR Review meeting with the Customer are delivered with utmost quality.
• Deliver Weekly Governance with justification to the Customer.
• To translate customer requirement into meaningful business opportunities

Main Objectives:

• Steps to achieve KPI and SLA targets .
• End to End governance of the Problem Management Contractual Deliverable with utmost quality.
• The PBI and PKE escalations to be taken care and make sure the Target breach is within control.
• Ensures problem management database, risk register and Known Errors database for his/her assigned domain is updated regularly and consistently.