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Our Nokia Information Technology organization is looking for a Critical Incident Management Coordinator to join our IT Service Management team.Role:The Critical Incident Management Coordinator is accountable for the execution of the Critical Incident Service Restoration process in her/his area of responsibility by managing its own set of critical incidents and coordinating the activity of the incident analysts contributing to their resolution. He/She’s also responsible of communicating the progress of Critical Incident resolution to Nokia IT management / Nokia Business and coordinates the Post Incident review after Critical Incident resolution. He/she is one of the Escalation contacts for Critical Incidents within Nokia IT.Main Responsibilities:Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by Synchronizing efforts and bringing together the relevant resolution teams
Decides upon Critical Incident Management technical bridges participants;
Chairs the Critical Incident Management technical bridges meetings;
Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets;
Chairs Management Calls aiming at keeping the Nokia IT management informed about the progress of the Critical incident resolution
Responsible for Communication to the Nokia IT management and Nokia Business for all Critical incidents
Contributes to the activation of ad hoc communication plans for specific Critical Incidents
Contributes to the activation of IT Code Red procedure when relevant
After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams
Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident.
Acts as an escalation contact for Nokia business users
Communicates actively with the different members of the teams involved in the Critical Incident Management resolution (Service Desk, Delivery teams, Nokia IT stakeholders, Business stakeholders)
Ensures terminology used (technical or business) is understood by both business and technical teams
Availability to work outside normal business hours (defined working shifts)
Highly independent and self-directed individual capable of working with minimal supervision.
Able to coordinate a team of people in multicultural environment, including IT providers, Nokia IT technical teams, as well as technicians from business areas
Able to deal with outsourced IT Service environment, in multicultural environment.
Excellent 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 skills (English)
Capability to interact with Nokia IT senior management in regard of Critical Incident status updates
Very good knowledge of ITIL processes
Experience in managing 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,…)CybersecurityEnterprise Resource Planning (ERP) – SAPEnterprise Relationship Management (ERM)Enterprise Data Warehouse.
A Degree in Computer Engineering, Computer Science from recognized university
At least 3 years of relevant working experience in Incident Management in complex technology environments
Fluent in written and spoken English
ITIL V3 foundation certification
ITIL V3 intermediate qualification (Service Operation / Operational Support & Analysis)