Service Operations Engineer @ 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 Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact. Scope Contribution Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Innovation Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations. Communication Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset Knowledge Experience Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 5-8 years directly related experience and a graduate equivalent degree.

Incident Manager role is responsible and accountable for overall end to end governance of all P1 P2 Incidents being reported from the network. This role is also end-to-end owner of Crisis Management, Escalation management, Bridge management, Executive Communication management, Critical Key SLA management, Emergency Change coordination, Vendor management, Post Incident Report Management, Floor Management and Outage Handling support.