Ms Expert T&ip

Job Category Customer Services Degree Level Bachelor s degree b Family Description b 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 b Subfamily Description b 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 Responsibilities Independently works within an overall MS context Works with substantial discretion and uses specialist knowledge analytical skills judgment and broad conceptual and practical experience to solve complex problems Controls technical resources for fault incident problem resolution investigates and resolves Major service outages reports Major service outage Trouble Tickets to Service Level Agreements initiates and co ordinates preventive maintenance tasks Supports fault incident problem management tool development feedback Significantly contributes to MS process and practice improvements for the function considering efficiency effectiveness risk and quality Acts as a professional advisor and mentor for staff work team taskforces Contributes to the strategies and programmes for professional development of personnel in the function s Technically approves and takes high level responsibility for high risk Methods of Procedures MoPs and change procedures Liaises and takes leadership from an MS real time and day to day end to end delivery perspective with counterparts in other MS functions in other Nokia services groups EG Field Force Care in 3rd party organisations and or in the customer s organisation on high impact individual or multiple recurrent incidents or risks May act as leader for an MS functional team co ordinating and allocating work coaching and providing on the job training to other team members making recommendations in their formal performance assessment May act as a shift leader of multiple functions Qualifications b Impact b Impact is short term and usually departmental project in scope Accountable for quality accuracy and efficiency of own and or team achievements Actions and errors can have program project functional impact b Scope Contribution b Individual Contributor Performs and or coordinates day to day activities to meet departmental project objectives Carries out root cause analysis in more complex problems Can develop and implement recommendations Managerial Supervisory Direct supervisory responsibilities for people Typically first level and lowest level of solid line management Carries out variety of complex activities according to plan within broader area of responsibility analyses problems Decision making typically according to established solutions b Innovation b Accepts responsibility for and demonstrates support for delegated decisions Requires minimum supervision Uses non standard approaches to resolving issues Suggests improvements and seeks opportunities for innovation Demonstrates initiative adaptability to changing business environments Is willing to take on new roles or jobs appropriate to skill set in different environments and or locations b Communication b Works to influence others to accept job function s view practices and agree accept new concepts practices and approaches Requires ability to communicate with functional leadership regarding team technical matters 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 b Knowledge Experience b Management experience Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents Typically requires 4 6 years relevant experience and or a graduate equivalent or higher degree