EnSo Critical Incident Manager

CNS Cloud and Network Services

Amadora, Portugal, Portugal

há 6 dias

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

The team you'll be part of

The Cloud and Network Services business group is a growth engine for Nokia. Our focus is to create value for both service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models as demand for critical networks accelerates.

In CNS Enterprise Solutions (EnSo) business unit you’ll support in deliver our vision to become the leading provider of private wireless and industrial automation solutions, by championing the digitalization needs of enterprise and public sector customers.

We enable Industry 4.0 through the digitalization of asset-intensive industries, governments, and cities, and webscale businesses with mission-critical end-to-end solutions.

These solutions include our Nokia MX Industrial Edge, a catalogue of click & deploy applications, a choice of private wireless connectivity and a robust offering of Nokia Industrial user equipment.

You will be supporting Enterprise customers, partners and making sure that complex incident management tickets are being resolved in an efficient and timely manner.

You will be joining very diverse and dynamic team of solution engineers and contributing to maturity of EnSo Technical Care services.

We expect everyone have positive mindset, be a team player and to be excited about Enterprise Solution portfolio and with strong focus on improving customer experience.

Come and join our team.

What you will learn and contribute to

EnSo Critical Incident Manager role is a highly customer-focused, operational coordinator that is responsible for flawlessly executing Incidents, world class, critical incident response operation, with a high sense of urgency.

As a member of the EnSo Solution Support Care Team should have strong technical knowledge of Telecom systems and deep experience leading internal and external rapid response to complex incidents.

As part of our team, you will :

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 escalation point of contact in critical emergency circumstances to provide assurance and resources as needed.

Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution

Evaluates in alignment with the case owner the severity of every incoming issue, ensures that critical issues are assigned by the appropriate stakeholder with a case owner within specific SLAs, and that issues are fully handed off to the relevant team

Addresses incoming escalations from executives and routes to the appropriate resource / teams

Assigns out, communicates with the customer, and owns from a management perspective any new emergency case

Manages internal communication and coordinated cross teams efforts in order to achieve smooth resolution

Your skills and experience

You have :

Minimum 2 years working experience in Incident manager role. Preferred : Work experience on Enterprise environments, or Telco in Core, RAN or Cloud Experience

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 and stakeholder management skills

Technical & Management bridge handling experience

Conflict management skills & Ability to work under highly pressurized environment

3rd party vendor management and escalation management experience.

Knowledge on incident and problem management process

Flexibility to cover 24 / 7 shift operations (on call / stand by support)

Fluency in Spoken and written English

It would be nice if you also have :

Good knowledge in Enterprise Solutions , nice to have min. 2 year of technical expertise in EnSo products

ITIL certification minimum 2nd level (intermediate)

Customer management Experience

Knowledge on project management / Customer SLA Management

Experience in problem and change management is a strong advantage

Good Communication and interpersonal Skills

Prior Experience in Global Customer Interaction

Flexible and ready for new challenges

Great multi-tasking skills

Other language skills are a plus

What we offer

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality :

One of the World’s Most Ethical Companies by Ethisphere

Gender-Equality Index by Bloomberg

Workplace Pride Global Benchmark

LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

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