Strategy & Technology (S&t) Template

**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.

**What you will learn and contribute to**

The RPA Service Analyst will be responsible for end to end management of Incidents, changes, Problem, Critical incident management, SLA management which occur within the ACOE team.

He will be responsible for providing policy, processes and procedures and support RPA Service delivery to customers and to prevent any recurrence of incidents.
- Responsible for delivery of RPA service desk function
- Analyze, diagnose and create an incident; dispatch incidents to Level 2 IM support of respective resolving groups as identified by performing an incident triage
- Provide incident solution / workaround for known incidents; raise to Level 2 support if required for further troubleshooting
- Responsible for e2e ticket follow-up and issue resolution for ALL resolving groups, working closely with the relevant resolving groups as per defined processes for the in-scope services. This is a team role, for Tier 1 incident management, providing first level support for all RPA sprints in scope.

Manage Bot Management team:

- Lead the bot controller team responsible for monitoring the bots. Work with vendor to ensure team perform as per the agreed terms.

**Key Responsibility Areas**

**JOB ROLES AND KEY RESPONSIBILITIES**:
**Technical/Functional**:

- Ensure all activities within the service desk are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
- Capture all details of the incident using standard template from BOT Controller team
- Analyze, diagnose, triage and create an incident in respective incident management tool / as per defined process and business priority for each resolving group; dispatch incidents to Level 2 IM support of respective resolving groups as identified by performing an incident triage
- Provide incident solution / workaround for known incidents; raise to Level 2 support if required for further troubleshooting
- E2E incident follow-up for all incidents and resolving groups to ensure incidents assigned to respective support groups are resolved and that RPA service is restored; resolving groups in scope viz. IT Infra, IT Apps, GDC tools, GS tools, RPA Automation, customer tools, RPA automation and anymore which may added in future as per processes in scope.
- Track and determine if an incident needs to be escalated as per priority and severity of issue for all resolving groups and perform escalation for incidents not meeting agreed SLAs
- Diagnose the incident/problem using KB articles and service documentation
- Incase of cross-support group-related incidents, setup bridge / bring together resolving groups for resolution
- Identify emergency incidents and follow the emergency handling process as defined
- Identify incidents for review; participate in incident review following major Incidents
- Identify potential problems and/or increasing trend of repetitive incidents
- Escalate all process issues to the SDM / SO / Cluster leads
- Document troubleshooting steps and service restoration details
- Create and submit knowledge articles
- Verify resolution with end-users and resolve assigned incidents
- Escalate Major Incidents to the service desk manager and/or Problem Manager
- Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Service desk manager
- Reporting as required to fulfill job requirements from time to time

**Process ;-**

**Incident Management:

- **Daily review, Follow up, Audit, reporting** **& SLA management

**Change Management:

- **Logging CR, tracking CR

**Problem Management:

- **Proactive & repetitive incidents review, RCA documentation and follow up with developers and IT vendors

**Escalation & Critical incident management **;
- lead & Manage customer escalation, Lead crisis bridge and coordinate with ACOE team and Vendors

**Skills:

- **
- Strong technical and analytical skills to be able to quickly identify the issues and suggest a suitable workaround or solution to fix the problem
- Team player, who can collectively drive discussions and arrive at conclusions
- Str