FM Specialist – Services will manage Enterprise & Wholesale services for a critical customer Network from our Global Delivery Centre. Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction. 

Knowledge & Experience
 

Undergraduate degree in CS or Engineering or equivalent, ITIL V4 certification or equivalent experience. 6 or more years of experience in managing team with strong communication & customer interface experience.Knowledge of different IP products like Juniper, Cisco and multiple platforms like Wireless IP, Business IPs, Multiple technologies in IP (subnetting, routing protocols, MPLS, QoS, Multicast, etc…)Knowledge of different Transmission technologies like SDH, DWDMKnowledge of Basic CORE architecture and different CORE technologies like evolve voice, Mobile Core, Packet Core, IN & VASRelevant experience in managing Enterprise/Business customers.Ability to handle international carriers for fault restoration.

 

 

As a part of the tram, you will …

Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed. Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution.Closely partnering and collaborating with 3rd party, Provisioning, Operations, Technical Support, Customer Success to ensure alignment across the Delivery. Represents Nokia Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group.Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate stake holder with a case owner within specific SLAs, and that issues are fully handed off to the receiving manager.Addresses incoming escalations from executives and routes to the appropriate resource/teams Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed.Lead/Drive troubleshooting bridges with technical teams, Service Desk and Customers when required. Should be ready to work in 24*7 environment.

 

Follow all Nokia Information Security policies and guidelines including ISMS (ISO27001 program)