Incident Manager
1 day ago
Customer Services encompasses a range of activities supporting Nokia customers, including technical support, account management, operations, maintenance, network design, deployment, integration, transformation, and training. The team drives revenue growth and enhanced customer satisfaction throughout the service lifecycle—from planning and design to deployment, integration, optimization, operation, and maintenance.
Managed Services is responsible for the ongoing operation and performance of customer networks, proactively proposing and implementing upgrades based on business needs. This includes the technical management and operation of contracted IT and telecommunications services provided to Nokia's end-users, ensuring adherence to agreed service level agreements.
Responsibilities- Receive, triage, investigate, and resolve security incidents impacting customer experience, ensuring timely and effective resolution within defined SLAs.
- Prioritizing incidents based on severity and impact and perform root cause analysis to prevent recurrence.
- Coordinating with internal and external teams to resolve complex incidents. Provide guidance and support to the team on incident management best practices.
- Maintaining accurate and detailed incident records. Continuously evaluate and improve incident management processes to enhance efficiency, effectiveness, and customer satisfaction.
- Communicate effectively with customers regarding incident status, impact, and resolution. Maintain professional and empathetic communication throughout the incident lifecycle.
- Reporting and Analysis: Generate regular reports on incident trends, frequency, and impact. Analyze data to identify areas for improvement in security posture and customer experience.
- Collaborate with other Security Operations Center teams, engineering, product development, and customer support to ensure seamless incident resolution.
- Identify opportunities to automate incident response processes to improve efficiency and reduce resolution times. May contribute to the development and maintenance of automation scripts.
You Have:
- B.E/M.E/B.Tech/M.Tech with 8+ years of experience in Information Security, or a related field, or equivalent experience.
- Proven experience in a Security Operations Center or incident response environment, with a focus on customer experience.
- In-depth understanding of security technologies, including firewalls, intrusion detection/prevention systems, and SIEM.
- Experience with incident management tools and methodologies (e.g., ITIL).
- Excellent business English communication skills.
It would be nice if you also have:
- Experience with scripting languages (e.g., Python, PowerShell)
- Relevant security certifications (e.g., CISSP, CISM, Security+)
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