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 3-5 years directly related experience and a graduate equivalent degree.

 

• Independently works within broad guidelines and uses best practices and knowledge on : Monitors alarms & does 1st level analysis for fault, incident and problem management; dispatches Trouble Tickets & Schedule Change Requests, ensures progress of all Trouble Tickets, monitors Trouble Tickets and ensure escalation requirements and follow-up,ensures the Trouble Ticket system is updated at all handover points,ensures all Change Requests are completed. supports process improvements,supports fault, incident & problem management tool development feedback.

• Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve recurent problems and to contribute to MS process and practice improvements.

• Takes responsibility for planning and executing (including through others) a problem resolution, configuration, or other change request. 

• Translates to the next level of detail global standardized procedures / checklists to specifics for an MS customer.

• Takes responsibility for planning and executing (including through others) a 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 coach and provide on-the-job training to other team members. May act as a "shift" leader of multiple functions.

• May monitor the set of tickets received by the Change Management team , taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritization of work and / or engagement of additional temporary resources.