Nokia Service Owner – Global Helpdesk 

India 

614388292

• Drives excellent end to end user experience
• Ensures operational and financial performance for the Nokia IT Helpdesk.
• Manages key suppliers and ensures that relevant metrics are achieving and exceeding the defined goals.
• Ensures the overall business continuity and quality assurance
• Owns the entire lifecycle, implementation of changes and architectural compliance with enterprise architecture.
• Interprets internal and external business challenges and recommends best practices to improve processes and services.
• Contributes to strategic decisions within professional area
• Monitors IT delivery performance, end-to-end, through agreed KPIs.
• Analyses and reports deviations and proactively proposes corrective actions.
• Relationship management with key stake holders and management of business escalation
• Other duties as assigned
  

Educational Background

• Bachelor’s degree in computer science, Information Systems, Business Administration/Accounting, or another related field..

Professional Experience

• 5+ years IT experience related to IT Infrastructure and IT Operations
• 3+ years of experience in managing Onsite Support services or services with comparable complexity, criticality and exposure.
• Experience in managing service suppliers, specifically tracking performance towards a statements of work and service descriptions through implementation and tracking of service levels, reporting metrics and KPIs
• Working in complex multi-vendor driven ecosystem
• Experience in IT process automation and optimization.
• Experience in managing escalations and conflict resolution

Required Knowledge

• IT process management knowledge (ITIL certification preferred)
• Working knowledge of, ServiceNow
• Technology understandig for Help desk Solutions (Call and Contact Center, DEX management solutions like Nexthink)
• Knowledge of O365 products, Nokia and public cloud technologies.
• Good understanding of data analytics to create insights on improvement opportunities

Soft Skills

• Problem solving and learning mindset to accomplish overall Remote support vison of driving shift left
• Proven ability to communicate effectively, both verbally and written English

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