IT Critical Incident & Problem Manager

The Nokia Information Technology organization is seeking an Incident & Problem Manager for IT Service Management. This role involves managing incident resolution of P1, P2 (end to end responsibility), root cause analysis, and problem management to enhance user experience and reduce incident re-openings. The team will be based in India.

Must-Have:

• Degree in Engineering, Computer Science or related field from recognized university with at least 5 years of experience in leading Incident Management in complex technology environments.
• ITIL V4 foundation certification. Multiple-year experience in ITIL process management.
• Prior experience of working in critical incident support organization and strong problem-solving skills, sense of urgency.
• Excellent verbal and written communication, capability to articulate business impact of incidents to higher management
• Strong leadership and people management skills, previous experience as a people manager. Experience in leading a high-performing team of professionals globally. Able to work with a team of individuals in our multicultural environment.
• Strong technical skills and background/experience in one or many of the IT domains like: Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP), Data Center (Wintel, Unix, Storage), Cybersecurity, Enterprise Resource Planning (ERP) – SAP, Enterprise Relationship Management (ERM), Enterprise Data Warehouse.
• Should be willing to work in 247 shifts- rotational shift.

Nice-to-Have:

• ITIL V4 expert certification
• Six Sigma
• Accountable of execution of the Incident Service Restoration activities.
• Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
• Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Nokia IT senior management in regards of escalations on Critical Incidents (P1, P2).
• Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties
• Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement
• Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.
• Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution. Send timely status updates to the IT and business leaders on Critical IT Incidents.