Incident Manager

 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 

Technical Experience from either Core (4G & 5G), Cloud & Access network with 8-10 years of experience.
8+ years experience in a technical support environment, handling highly complex issues in Telecom.
5+ years managing, coordinating, and ensuring resolution on executive-facing escalations. Technical & Management bridge handling experience
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 Level Certification
Multi-vendor network management experience
Vendor / Third party Management Skills
Multi-tasking and Presentation Skills
Sound knowledge on incident, problem management process and Service level management
Ability to work under highly pressurized environment.
Be Innovative, Open mind, Collaborative
Be Quality oriented and focused on execution excellence
Incident Manager is a key driver for P1 & P2 and executive level customer escalations. 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 Incident manager is both technically competent and business oriented also Critical Key SLA management, Emergency Change management, Vendor management and Post Incident Report Management.
For one of the key functions of Managed Services (MS) delivery (Fault Management, Configuration Management, Performance Management, Security Management, OSS Management):
Independently works within broad guidelines and uses best practices and knowledge of the Managed Services function, within an overall MS context.
Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems, both one-off and recurring, and to contribute to MS process and practice improvements.
Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedure (MoPs) to be followed for performing specific, medium- to high-risk operations activities.
Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer's organization, on high impact individual or multiple recurrent incidents, or risks.
Translates to the next level of detail global standardized procedures / checklists to specifics for an MS customer.
Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities.
May act as leader for an MS functional team, coordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions.
May monitor the set of tickets / work orders received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritization of work and / or engagement of additional temporary resources.
As Critical Incident Manager:
Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.
Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution.
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success to ensure alignment across the Delivery.
Represents Nokia Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive-facing chatter group.
Evaluate the severity of every incoming issue, ensure that Sev-1 issues are assigned by the appropriate stakeholder with a case owner within specific SLAs and that issues are fully handed off to the receiving manager.
Addresses incoming escalations from executives and routes to the appropriate resource/teams. Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed.
Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available.
Single point of contact for one or more problems
Responsible for Ownership and Coordination of actions of those problems
To analyze the root cause, identify Known Errors, and coordinate actions to fix the error.
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 the department or business unit.
Should be ready to work in 24X7 shift operation