IT Process Owner

Process Owner for Critical Incident Management(CIM) and Incident Management role owns the respective processes, supports leadership for cross-functional teams involved in driving process development, improvement and maintenance. This is an Individual Contributor Role.
- Explaining the purpose of a process, in this case Critical Incident Management(CIM). and Incident Management.
- Define the process, including people, process steps and technology, as well as the connections to other processes.
- Define process objectives and measurements (KPIs).
- Assess and improve process maturity.
- Identify and drive process improvement projects to support the increase of overall maturity level of the organization relative to process adoption.
- Identify risks, roadblocks and improvement opportunities. Negotiate with respective process owners when process conflicts occur.
- Review, approve and communicate process changes and improvements; manage documentation, policies, audits and training related to the process.
- Active collaboration with IT Digital Office teams, ensuring process adherence and collaboration to process and operational or tactical Governance.

**Your skills and experience**
- Degree in Engineering, Computer Science or related field from recognized university with minimum 9yrs of total experience
5+ years of experience in Telecom/IT with leadership experience in large organizations and leading teams
- Understanding, as well background in processes creation with purpose of enabling and simplifying operations.
- Practical and analytical problem-solving.
- Good appreciation of customer needs (both internal and external customers) at both operational and strategic levels
- Able to act in our multidisciplinary and multicultural environment on all levels
- Excellent presentation, structured approach, communication, and interpersonal skills - both remote and in-person. Leading virtual teams is a plus.
- Collaboration with cross-functional stakeholders.
- Experience in Incident management based on ITIL V3/V4.
- Highly independent and self-directed individual capable of working with mínimal supervision.
- Able to steer and coordinate people and stakeholders in a multidisciplinary and multi-cultural environment.
- Ability to think strategically in terms of culture and behavior, business processes and technology and tools.
- Interpersonal, communication, consultancy, negotiation and training skills

**Minimum qualifications**
- Degree in Engineering, Computer Science or related field from recognized university.
- At least 5 years of experience in leading Incident Management in complex technology environments.
- Fluent in written and spoken English
- Proficiency in the use of Microsoft office tools is a necessity
- Excellent presentation skills
- ITIL V4 foundation /intermediate certification

**Preferred qualifications**
- ITIL V4 expert certification
- Six Sigma
- Operations intelligence practices, supporting data driven decisions, transparency and visibility.
- Strong understanding of IT Management methods, tools, principles, and standards, such as Lean, Agile, DevOps, ITIL understanding and experience of Key IT frameworks.

**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 Bloomberg Workplace 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.