The Customer Technical Prime at Nokia is responsible for end-to-end management of Network Major Incidents, ensuring timely communications and effective resolutions. You will build strong relationships with stakeholders, facilitate post-incident reviews, and drive operational improvements to enhance customer satisfaction. Your role involves coordinating crisis communications, leading daily governance meetings, and maintaining process efficiency. You will also mentor team members, support SLA compliance, and implement continuous improvement plans. With a focus on data-driven decision-making and resilience, you will play a key role in navigating challenges and promoting best practices in incident and crisis management. The role requires 50% time to be in Belgium

Must-Have:

• Minimum 10 years of experience in IT Service Management, preferably with a focus on IMS, SDM, Paco, or Cloud networks.

• Proven expertise in planning, leadership, and crisis management within high-pressure environments.

• Strong communication and negotiation skills to effectively manage relationships with stakeholders at all levels.

• Ability to generate and deliver Major/Service Incident Reports within agreed contractual SLAs.

• Demonstrated resilience and ability to perform at high standards in the face of adversity.

Nice-To-Have:

• Experience with process improvement and operational excellence initiatives.

• Familiarity with technical documentation standards including MOP/SOP/WI.

• Coaching and mentoring experience to develop team competencies.

• Understanding of data-driven decision-making and analytics.

• Ability to keep pace with and adapt to evolving technologies and industry trends.

• Oversee end-to-end management and resolution of network major incidents and crises.

• Build and maintain strong relationships with all stakeholders involved in service delivery and assurance.

• Lead communication management with Nokia and customer top management during high-impact crises.

• Facilitate post-incident reviews and daily meetings to drive accountability and governance.

• Ensure operational smoothness through floor governance and effective monitoring practices.

• Advocate for and uphold incident and crisis management best practices and policies.

• Develop and implement continuous operations improvement plans in coordination with regional teams.

• Coach and mentor team members, providing performance feedback and fostering competence growth.

• The role requires 50% time to be in Belgium