IT Tem Operations Support

**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.**:
**The team you’ll be part of**
**Strategy and Technology lays the path for Nokia’s future technology innovation and identifies the most promising areas for Nokia to create new value. We set the company’s strategy and technology vision, offer an unparalleled research foundation for innovation, and provide critical support infrastructure for Nokia.**:
**Our Digital Office Infrastructure Network Services team manages globally the life cycle, delivery, cost, quality and performance of all network and voice services ranging from Fixed & Mobile voice to VoIP and Call Center. Unified Communications services are being driven by the continuously evolving technologies and business requirements delivering the best services to all Nokia employees.**:
**One of the key services are mobile, fixed voice with more than 70.000 subscribers in more than 72 countries with up to 170 communication service providers and an average volume for orders and incidents of 3.000 per month.**:
**Nokia IT Telecom Expense Management (TEM) Operations Support** is responsible to manage globally the communication services operations for Mobile & Fixed voice in a team working in daily shifts (NAM, APAC, EMEA) helping to secure **24h/7d service delivery** and incident resolution.**:
**The role will include following activities**:

- **To coordinate and support Mobile & Fixed voice services provided by CSP’s as part of Nokia IT TEM service offerings and being responsible for Incident Management; Change Management and Request Fulfillment.**:

- **Being responsible for service request validation and implementation according to defined processes and policies. Acting as the operational interface to CSP’s in order to achieve request fulfillment according to the contractual agreed SLA’s.**:

- **The Nokia IT TEM Operations Support is providing support to end users and immediately interacts with service providers for necessary fixes, is responsible for the install, move, add, change/decommissioning (IMAC/D) process for the communication services in scope.**:

- **The Nokia IT TEM Operations Support is expected to monitor the agreed Service Levels, report breaches and consistently drives the identification of opportunities for continuous service improvements.**:

- **To ensure that the Incident and Request Fulfillment processes are working as they should, by routinely checking if all tickets are owned and processed.**:

- **To manage and track contract status; To capture, store and manage copies of relevant parts of telecom contracts and amendments (for reporting purposes, analysis, and reference such as for invoice validation and monitoring of CSP SLA’s)**:

- **To establish and update regularly telecom inventory database including all service-related key parameters and price plan details.**:

- **Enables decision making prior to execution; provides information to key stakeholders for recommendation in making contract changes and adjustments.**:

- **The IT TEM Operations support updates support documentation of processes to be used by Nokia employees such as FAQ information; review and update communication and TEM related service pages on Nokia Intranet, manages all communications in the region**:
**Your skills and experience**:

- **Bachelor’s degree in IT/Engineering or a related discipline (e.g. Electrical/Computer Engineering, Computer Science, Information Technology) with minimum of two years of experience providing IT end user support and/or IT on-site support.**:

- **Demonstrated end-user support skills are required including the ability to work with concerned users and to handle business escalations.**:

- **Good understanding of ITIL (Information Technology Infrastructure Library) processes and experience with ITSM solutions (i.e. SNOW, Remedy).**:

- **Excellent Problem-solving skills, Ability to prioritize workload.**:

- **Telecom Expense Management experience preferred.**:

- **Professional working proficiency in English is required, additional language skills in Mandarin; Japanese, French; Portuguese; Russian; Spanish; Vietnamese are a plus.**:
**What we offer**
**Nokia offers flexible and hybrid working schemes, 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