Critical Incident & Problem Manager ST Strategy & Technology ST Strategy & Technology

About Nokia IT

At Nokia IT, we are in a fast-paced digitalization journey. We are transforming into a modern, digital organization that globally delivers seamless technology experiences to 100,000 employees, as well as external users across the world, based on trusted IT infrastructure, applications and security capabilities. To build a world-class IT organization, we are looking to find, grow and keep the best talent in various disciplines and areas.
Are you a hands-on technologist that wants to use knowledge to create an impact? Are you passionate about the digital era? Do you value a culture of transparency and accountability, and work with customers in your heart? Then join the diverse and global Nokia IT team!
Job Description
Infrastructure team
In this role, you will be part of the Infrastructure team, which ensures the stability, availability and high performance of the IT infrastructure that serves Nokia’s entire workforce and upholds the technology for almost every single interaction of the company’s business. At IT Infrastructure, we set up, maintain and optimize Nokia’s enterprise computing and networking capabilities; we administer and continuously advance our Digital Workplace; and we grant IT support to a global community of end-users. On top of keeping our end-users satisfied every day, our immediate strategic priority is to progress rapidly in our aggressive digital transformation and in our journey towards a cloud-based environment. In IT Infrastructure, you are part of a team that is redefining IT and shaping the future of Nokia.

The Incident and Escalation manager will be responsible for leading a world-class incident and escalation management program which is part of the Global Support Organization.

The Critical Incident Manager is responsible for overseeing all critical Incident Management processes are effectively executed. This position will coordinate all activities required in order to respond to problems presented and their compliance with contractual requirements. Responsible to provide on-call support evenings, Holidays, weekends, and work a flexible schedule to support team members and services on all shifts. This position is expected to have Problem management experience and will perform problem management activities.


  • Itil V.3/ V4 certification
  • Significant technical experience working with middleware/network/Cloud/OS types
  • Knowledge of ServiceNow
  • Expertise in incident management industry-standard best practices, including ITIL
  • Experience working across geographies and functional teams (e.g. Engineering, Product Management, Operations, Customer Success, Global Support)
  • Experience/Solid understanding of: Operating systems such as Linux, UNIX or Windows
  • Prior experience as a Technical Support or Service Engineer

Key Responsibilities

  • Demonstrated strategic and tactical thinking, quantitative and analytical skills, while under pressure
  • Ability to influence and persuade without formal authority.
  • Demonstrated ability to quickly adapt in fast-paced, changing environments.
  • Demonstrated experience supporting and troubleshooting commercial end user software applications, preferably supporting enterprise level, mission-critical applications. 5+ years in crisis management preferred
  • Require prior experience supporting Enterprise Software and/or Cloud based technologies like AZure, Google Cloud, AWS.
  • Responsible for the efficient and effective execution of the Incident Management process with strong communication and collaboration with business partners, service providers and IT teams.
  • Require vendor management/relations/escalations by reporting, metrics and maintains relevant SLA/KPI metrics
  • Develops and Maintains the ServiceNow Major Incident Response module and interfaces with notification tools.
  • Implements improvements, automation and strategies to support the objectives of the Major Incident Process.
  • Performing governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)
  • Remains updated on the latest industry standards in the Major Incident Management process area
  • Problem identification and recording in coordination with problem investigation and diagnosis and ensuring RCA for all major incidents by identifying underlying causes of incidents and preventing reoccurrences.
  • Developing workarounds or other solution to incidents to reduce outage time.
  • Submitting change requests to change management as required to eliminate know problems
  • Recording, managing, and advancing the problem by escalating to the elevated level expertise, if appropriate, by integrating with change management, incident management, and configuration management
  • Analyzing historical data to identify and eliminate potential incidents before they occur.

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