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Nokia
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IT Critical Incident & Problem Manager

IT Critical Incident & Problem Manager

Nokia

6 - 11 years

16 - 20 Lacs

Bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

problem management itil process process management incident management itil project management itil framework critical incident management incident and problem management root cause analysis change management itil certified itsm service delivery

Work Mode

Work from Office

Job Type

Full Time

Job Description

An IT Critical Incident & Problem Manager will play a pivotal role in driving the resolution of major and high-priority incidents in a dynamic, fast-paced environment. Work closely with cross-functional teams to ensure swift recovery from incidents while facilitating effective communication with stakeholders and senior management. Expertise in ITIL process management will drive improvements and enhance incident management processes. You have:

Degree in Engineering, Computer Science, or a related field

At least 6 years of prior experience in leading Incident Management

Exceptional problem-solving abilities and a sense of urgency

Fluent in written and spoken English

ITIL V4 foundation certification

It would be nice if you also had:

ITIL V4 expert certification

Experience managing global escalations in crisis situations

Background in IT domains such as Network, Cybersecurity, Data Center, End User Computing or ERP

Lead the response and resolution of major and high-priority incidents, ensuring rapid restoration and transition to Problem Management.

Facilitate technical recovery calls, engaging all relevant teams and driving focus on incident mitigation strategies.

Communicate critical updates and situation reports to internal stakeholders and senior management during major incidents.

Organize and oversee Root Cause Analysis sessions, ensuring timely follow-up on remediation actions.

Maximize adherence to ITIL frameworks for continual process improvement in Incident and Problem Management.

Conduct post-incident reviews with key stakeholders to ensure proper identification of root causes and ownership of actions.

Manage and escalate tickets to enhance user experience, ensuring customer service standards are met.

Foster a high-performing, globally dispersed team by mentoring and providing guidance on critical incident management practices.

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IT Critical Incident & Problem Manager