Problem Manager

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 activities 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

• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3/4 Strong influencing and relationship management skills
• Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Minimum 3 years of experience in technology service management position or a comparable discipline within the mobile technology space
• Experience in managing vendors and suppliers, outsourcing contracts, KPIs and SLAs
• Ability to relate to technology and have fast adoption skills
• Strong experience with IT service desk, networks, infrastructure & operations
• Breadth and depth in telecommunications networks both from a technology and services perspective
• Good to excellent command of English

Key Tasks - Problem Manager:

• Identifies and records problems coming from Incident Management, Service Desk and other parties to analyze and find commonalities with other Incidents/ Problems.
• Drives and coordinates investigation and diagnosis of the Problem to find the root cause and manage the development of workarounds to resolve the problems in line with prioritization categories
• Prepares high level action planning for resolver groups and ensures they translate into relevant technical activities.
• Host Post Incident reviews and track the actions from review meetings.
• Organizes and leads regular review meetings with vendors resolver groups followed by customer update on problem resolution status.
• Maintains customer awareness of accepted risks on needed level.
• Provides reporting for assigned domain to problem management manager and Service Delivery Manager daily, weekly and monthly.
• Performs profiling and correlating of incidents on an ongoing basis to identify recurring patterns or underlying issues to identify and fix the root cause of the Problem.
• Monitors progress on the resolution of Known Errors and advises Incident Management on the best available Work-Around for Incidents related to unresolved Problems/Known Errors.
• Objectives/Measurements:
• Number and % of problems resolved within SLA targets.
• Size of backlog.
• Number of known errors added to the ITSM
• Ensures the resolver group addresses the issue (i.e. root cause analysis, develop work around, permanent fix, actions to mitigate future impacts).
• Ensures problem management database, risk register and Known Errors database for his/her assigned domain is updated regularly and consistently.
• Interfaces:
• Incident Management, GDC, Technical Support.
• NSN Service Delivery Manager(s) and Operators Service Management.
• 3rd Parties L2/L3 support.
• Change Management.