IT Critical Incident Manager
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Key Competencies:
- Highly independent and self-directed individual capable of working with minimal supervision.
- Able to coordinate a team of people in multicultural environment, including IT providers, Nokia IT technical teams, as well as technicians from business areas
- Able to deal with outsourced IT Service environment, in multicultural environment.
- Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
- Strong problem-solving skills
- Sense of urgency
- Excellent verbal and written communication skills (English)
- Capability to interact with Nokia IT senior management in regard of Critical Incident status updates
- Very good knowledge of ITIL processes
- Experience in managing escalations in crisis situation
- Background and experience in one or many of the IT domains below is beneficial:
- 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.
Minimum Qualifications:
- A Degree in Computer Engineering, Computer Science from recognized university
- At least 3 years of relevant working experience in Incident Management in complex technology environments
- Fluent in written and spoken English
- ITIL V3 foundation certification
Preferred Qualifications:
ITIL V3 intermediate qualification (Service Operation / Operational Support & Analysis)
