IT Process Owner

The Process Owner for Critical Incident Management (CIM) and Incident Management will be a key player in our IT Digital Office team, driving process excellence and ensuring the effectiveness of our incident management practices. The role entails defining, measuring, and improving processes while partnering with cross-functional teams to enhance operational maturity and user experience. Work in a dynamic, multidisciplinary, and multicultural environment. Contributions in this role will directly impact how we manage critical incidents, enhancing communication for both internal and external stakeholders.
- Own and enhance the Critical Incident Management (CIM) and Incident Management processes, driving improvement and adherence across the Digital Office.
- Define and document process objectives, steps, stakeholders, and interconnections with other processes for clarity and efficiency.
- Establish KPIs to measure process effectiveness and assess process maturity, identifying areas for improvement.
- Lead cross-functional process improvement projects to elevate organizational maturity and facilitate better process adoption.
- Identify potential risks and roadblocks, negotiate with stakeholders to resolve conflicts and optimize processes.
- Collaborate closely with IT Digital Office teams to ensure consistent process adherence and effective operational governance.
- Manage all documentation, policies, audits, and training related to CIM and Incident Management processes.
- Communicate changes and improvements effectively to all relevant stakeholders, fostering a culture of continuous improvement.

**You have**:

- Degree in Engineering, Computer Science, or related field from a recognized university
- At least 5 years of experience in leading Incident Management in complex technology environments
- Understanding of process creation to enable and simplify operations
- Fluency in written and spoken English
- Proficiency in Microsoft Office tools
- ITIL V4 foundation/intermediate certification

**It would be nice if you also had**:

- Experience with Six Sigma methodologies
- Familiarity with operations intelligence practices for data-driven decisions
- Knowledge of IT Management methods like Lean, Agile, and DevOps

**Come create the technology that helps the world act together**

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

**What we offer**

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

**Nokia is committed to inclusion and is an equal opportunity employer**

Nokia has received the following recognitions for its commitment to inclusion & equality:

- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by BloombergWorkplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.

Join us and be part of a company where you will feel included and empowered to succeed.