• Job Description

  Req#: 13563

  Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
  
  
  Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
  
  

  Qualifications

  • Strong Telecom Knowledge
  • Negotiation Techniques & Skills
  • Conflict Management Skillset
  • Leadership Skills,
  • Team Management Skills,
  • Service Level Agreement Management Skills,
  • Operations Management Skills,
  • Customer/Cross functional Stakeholders Management Skills,
  • Service/Quality Mindset,
  • Analytical skills.

  Exp: 14yrs to 16yrs

  Responsibilities

  • Driving SLA Operations on focused with Contractual agreement and as per agreed OLA/SLA.
  • Continual improvement of the reporting & ratification process.
  • Transparency & visibility of service level performance to the NOKIA Management/Leadership team
  • Manages to run the weekly and monthly governance meeting with onshore and customer.
  • Drive to achieve Points on all agreed KPI Target’s.
  • End to end Delivery of the SQI dashboard implementation
  • Executing the Service improvement program in MS Operations
  • Management of All Customer visits and Nokia Executive visits.
  • Ownership and Execution of Transition and few transformation programs.
  • Ownership and Execution of Transition and few transformation programs.

  Main Objectives:-

  • Service Level Reports are reviewed for accuracy & completeness.
  • Providing feedback to ‘NOKIA Service Level Owners’ and Management about the Performance of Service Levels.
  • Highlighting poor trending KPIs to the NOKIA Management / Leadership Team for heightened awareness.
  • Conduct Internal SLA Performance meetings and get agreement from NOKIA Stake holders for raising ‘SLA Exemption Request’ and ‘Dispute Note’.
  • Ensure to deliver 100% on Monthly SLA Report, SLA Breach Report, Dispute Note and MOM.
  • Implementing the Service improvement programs
  • Preparing Business case and coordinating with Region/RCM for demand vs Resource Supply chain.
  • New project addition and related discussion.
    
    
    

• About the company

  Nokia’s transition to a primary focus on telecommunications began in the 1990s. The first GSM call was made in 1991 using Nokia equipment. Rapid success in the mobile phone sector allowed Nokia to become by 1998, the best-selling mobile phone brand in the world. In 2003 Nokia introduced the first camera phone. In 2011, to address increasing competition from iOS and Android operating systems, Nokia entered into a strategic partnership with Microsoft. In 2014 Nokia sold its mobile and devices division to Microsoft. The creation of Nokia Networks, following the buy-out of joint-venture partner Siemens in 2013, laid the foundation for Nokia’s transformation into primarily a network hardware and software provider. The 2015 acquisition of Franco-American telecommunications equipment provider Alcatel-Lucent greatly broadened the scope of Nokia’s portfolio and customer base. Additional acquisitions have positioned Nokia to be an industry leader in the transition to 5G wireless technology by offering the only end-to-end 5G network portfolio available on a global basis. In 2016 the Nokia brand re-entered the mobile handset market through a licensing agreement with HMD Global, allowing them to offer phones under the Nokia brand.

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