The Customer Technical Prime at Nokia is responsible for end-to-end management of Network Major Incidents, ensuring timely communications and effective resolutions. You will build strong relationships with stakeholders, facilitate post-incident reviews, and drive operational improvements to enhance customer satisfaction. Your role involves coordinating crisis communications, leading daily governance meetings, and maintaining process efficiency. You will also mentor team members, support SLA compliance, and implement continuous improvement plans. With a focus on data-driven decision-making and resilience, you will play a key role in navigating challenges and promoting best practices in incident and crisis management. The role requires 50% time to be in Belgium
How You Will Contribute And What You Will Learn
- Oversee end-to-end management and resolution of network major incidents and crises.
- Build and maintain strong relationships with all stakeholders involved in service delivery and assurance.
- Lead communication management with Nokia and customer top management during high-impact crises.
- Facilitate post-incident reviews and daily meetings to drive accountability and governance.
- Ensure operational smoothness through floor governance and effective monitoring practices.
- Advocate for and uphold incident and crisis management best practices and policies.
- Develop and implement continuous operations improvement plans in coordination with regional teams.
- Coach and mentor team members, providing performance feedback and fostering competence growth.
- The role requires 50% time to be in Belgium
Key Skills And Experience
Must-Have:
- Minimum 10 years of experience in IT Service Management, preferably with a focus on IMS, SDM, Paco, or Cloud networks.
- Proven expertise in planning, leadership, and crisis management within high-pressure environments.
- Strong communication and negotiation skills to effectively manage relationships with stakeholders at all levels.
- Ability to generate and deliver Major/Service Incident Reports within agreed contractual SLAs.
- Demonstrated resilience and ability to perform at high standards in the face of adversity.
Nice-To-Have:
- Experience with process improvement and operational excellence initiatives.
- Familiarity with technical documentation standards including MOP/SOP/WI.
- Coaching and mentoring experience to develop team competencies.
- Understanding of data-driven decision-making and analytics.
- Ability to keep pace with and adapt to evolving technologies and industry trends.
About Us
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.Learn more about life at Nokia .
About The Business Group
Join Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
About The Team
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
