Nokia Service Operations Specialist 

India 

97584829

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.

• For one of the key functions of Managed Services (MS) delivery (Fault Management, Configuration Management, Performance Management, Security Management, OSS Management):• Independently works within broad guidelines and uses best practices and knowledge of the Managed Services function, within an overall MS context.• Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems, both one-off and recurring, and to contribute to MS process and practice improvements.• Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedure (MoPs) to be followed for performing specific, medium- to high-risk operations activities.• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation, on high impact individual or multiple recurrent incidents, or risks.• Translates to the next level of detail global standardised procedures / checklists to specifics for an MS customer.• Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities.• May act as leader for an MS functional team, co-ordinating and allocating work, 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.• May monitor the set of tickets / work orders received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.

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.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.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 mindsetEstablished skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.Ensure the team monitor networks, end-to-end services in real-time to ensure SLA and KPIs fulfilment and initiate corrective actions to treat abnormal conditions or performance trends.

• Candidates with ITIL certified.
• Ensure the team delivers effective incident detection and resolution, manages complex incidents that span technology & services boundaries, and coordinates escalation to Technical Support Operations.
• Ensure the network performance analyses are conducted and initiate the corrective actions to resolve any findings based on Statistical Process Control (SPC) analysis.
• Act as the key contact for customer for their network management operation.
• Develop Network operations teams with appropriate trainings, knowledge transfer, etc.
• Ensure that best practices are applied with knowledge management shared with peers and teams.
• Ensure that all functional resources are continuously available: people, tools, facilities, etc.
• Ensure processes and resources are aligned towards achieving committed SLAs and KPIs.
• Proactive communication on network health, impacts, executive escalations, and other critical analysis to Management and key stakeholders.
• Build, develop, and lead problem management process to ensure long-term network performance and stability.
• Define processes and controls providing on-call support.
• Provide guidance and assistance to network operations to maintain availability and performance of network services at the highest possible levels.
• Lead recovery team for Network Outages and prepare post-mortem root-cause-analysis.
• Drive a continuous improvement environment.
• Maintain delivery of customer Reports (Weekly, monthly, Quarterly),
• Maintain Network operation analysis to achieve and enhance contractual SLAs.
• Follow up all relief incidents
• Candidates with Huawei hands on expertise in Radio/Core/Tx and VAS.
  

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark