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Our Nokia Information Technology organization is looking for a Critical Incident Management Lead to join our IT Service Management team.
The Critical Incident Management Lead is accountable for the execution of the Critical Incident Service Restoration process. This key role helps to enhance our overall business user experience to improve the critical incident resolution time and related communication.
He/She is responsible of leading the global Critical Incident Management team (Critical Incident Management Coordinators) including the definition and maintenance of the team roster (working shifts), the onboarding of new members and the continuous improvement of team members competencies (development plan). At beginning he/she will actively contribute to the initial ramp up of the team.
If needed, he/she will also be directly involved in the coordination of specific Critical Incidents (execution of the Critical Incident Service Restoration process, communication to Nokia IT management / Nokia Business and coordination of the Post Incident review). He/she is one of the main Escalation contacts for Critical Incidents within Nokia IT.
Accountable of execution of the Critical Incident Service Restoration process activities
Manages and leads the Critical Incident management team and its members (Critical Incident Management Coordinators) and establishes team / individual members’ objectives. The team will be based in multiple locations in APAC and Europe.
Defines and maintains the working shift organization of the team member (roster) and ensures all the critical incidents are effectively assigned to one of the available coordinators
Organizes the continuous improvement of the team knowledge of the Nokia IT environment (internal training plan) to enhance the team members’ capabilities of understanding the business impact of the incidents
Acts as the main contact for the Nokia IT senior management for escalations on Critical Incidents
Works in close cooperation with Customer Service Managers (CSM) and internal IT stakeholders to improve the effectiveness of the communications regarding Critical Incidents
Works in close cooperation with the Incident Management Process owner to continuously improve the global effectiveness and efficiency of the Critical Incident Service Restoration process and its execution.
Can be directly responsible of the coordination of specific Critical Incidents (same roles and responsibilities as the Critical incident Management Coordinators)
Availability to work outside normal business hours (defined working shifts)Key Competencies:
Experience in leading a high-performing team of professionals globally
Able to manage a team of individuals in our multicultural environment
Highly independent and self-directed individual capable of working with minimal supervision.
Exceptional interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
Strong problem-solving skills
Sense of urgency
Excellent verbal and written communication and presentation skills (English)
Multiple-year experience in ITIL process management
Able to coordinate people in a multidisciplinary environment, including IT providers, Nokia IT technical teams, as well as technicians from business areas
Capability to interact with Nokia senior management
Experience in managing global escalations in crisis situation
Background and experience in one or many of the IT domains below is beneficial:
Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
Data Center (Wintel, Unix, Storage,…)
Enterprise Resource Planning (ERP) – SAP
Enterprise Relationship Management (ERM)
Enterprise Data Warehouse.
Degree in Engineering, Computer Science or related field from recognized university
At least 5 years of experience in leading Incident Management in complex technology environments
Fluent in written and spoken English
ITIL V3 foundation /intermediate certification
ITIL V3 expert certification