IT Critical Incident & Problem Manager

Nokia

Bengaluru

On-site

INR 1,500,000 - 2,100,000

Full time

14 days+

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Benefits offered by this job

Flexible and hybrid working schemes

Minimum 90 days of Maternity/Paternity

Life insurance

Well-being programs

Nokia Employee Resource Groups (NERGs)

Career growth & mentorship

Job summary

Nokia Information Technology organization in Bengaluru seeks an Incident & Problem Manager for IT Service Management. You will own end-to-end incident resolution for P1 and P2, drive root cause analysis and manage problem management to improve service reliability.

You will chair cross-functional incident bridges, communicate updates to Service Owners and senior IT leaders, and lead a global high-performing team.

Qualifications

Degree in Engineering, Computer Science or related field from a recognized university; 5+ years leading Incident Management in complex tech environments.
ITIL V4 foundation certification; extensive ITIL process management experience.
Proven experience in critical incident support, strong problem-solving skills and sense of urgency.

Responsibilities

Execute Incident Service Restoration activities.
Chair and steer all involved parties to resolve incidents via technical bridges.
Communicate status to Service Owners and IT senior management on critical incidents (P1, P2).
Organize and follow up Root Cause Analysis and Problem Management with all involved parties.
Assess priority and risk of critical incidents and drive continuous improvement.

Skills

Incident Management

ITIL V4

Leadership

Communication

Global collaboration

Risk assessment

Education

Bachelors in Engineering / Computer Science or related

Tools

IT Service Management

Job description

Job Description

The Nokia Information Technology organization is seeking an Incident & Problem Manager for IT Service Management. This role involves managing incident resolution of P1, P2 (end to end responsibility), root cause analysis, and problem management to enhance user experience and reduce incident re-openings. The team will be based in India.

How You Will Contribute And What You Will Learn

Accountable of execution of the Incident Service Restoration activities.

Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)

Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Nokia IT senior management in regards of escalations on Critical Incidents (P1, P2).

Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties

Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement

Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.

Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution. Send timely status updates to the IT and business leaders on Critical IT Incidents.

Key Skills And Experience

Must-Have:

Degree in Engineering, Computer Science or related field from recognized university with at least 5 years of experience in leading Incident Management in complex technology environments.

ITIL V4 foundation certification. Multiple-year experience in ITIL process management.

Prior experience of working in critical incident support organization and strong problem-solving skills, sense of urgency.

Excellent verbal and written communication, capability to articulate business impact of incidents to higher management

Strong leadership and people management skills, previous experience as a people manager. Experience in leading a high-performing team of professionals globally. Able to work with a team of individuals in our multicultural environment.

Strong technical skills and background/experience in one or many of the IT domains like: Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP), Data Center (Wintel, Unix, Storage), Cybersecurity, Enterprise Resource Planning (ERP) – SAP, Enterprise Relationship Management (ERM), Enterprise Data Warehouse.

Should be willing to work in 24*7 shifts- rotational shift.

Nice-to-Have:

ITIL V4 expert certification

Six Sigma

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

Learn more about life at Nokia.

Our recruitment process

We act inclusively and respect the uniqueness of people.

Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

About The Team

Some of our benefits:

Flexible and hybrid working schemes

A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)