Fault Management Professional @ Nokia Networks

Family Description Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases. Subfamily Description Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

Impact Accountable for quality and accuracy of own output. Responsible for contribution to teamwork. Errors may have impact on function/project/customer. Usually delivers results with a short-term, operational focus and limited impact on others. Scope Contribution Individual Contributor: Participates as individual contributor to team, usually with limited professional expertise. Makes decisions affecting own work within set parameters, elevates others. Reviews priorities with supervisor. High personal or low collegial interaction. Managerial/Supervisory: May act as Team Leader or Project Leader with some indirect supervisory responsibilities in addition to own work assignments.. Makes decisions that affect own work. Innovation Semi routine tasks of moderate complexity requiring some discretion and judgment. Carries out tasks/activities according to assignment and set guidelines. Moderate degree of supervision and coaching needed. Demonstrates initiative and adaptability to changing business environments. Communication Explains facts, practices, policies, etc to external and internal parties. Takes actions which respect to the needs and contributions of others and reaches agreement through flexibility and compromise. Manages situations where there is a common desire to reach solution within a team. Sometimes requires ability to influence others outside of own job area on policies, practices and procedures. Builds cross-cultural knowledge and global mindset. Knowledge Experience specialised or broader knowledge of theory and principles within a professional discipline. Typically 3-7 years directly related experience and a graduate equivalent degree.

Autonomously performs tasks with a moderate level of guidance but within defined procedures / guidelines Controls technical resources for fault/incident problem resolution : investigates and resolves Major service outages, reports Major service outage Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident problem management tool development feedback. Undertakes function through analysis of status or performance indicators and possible solutions, makes independent judgments, decisions and recommendations and solves a range of individual requirements through knowledge and technical experience. Liaises with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customers organization for individual incidents, problems, changes or risks. Provides informal guidance and support to new team members with regard to the procedures to follow and the specific tasks required to perform the job effectively. May coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions, particularly where the function is performed on a 24x7 basis, . May monitor the set of CR s for complex issues, received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels.