IT Critical Incident Management Lead
Key Competencies:
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Experience in leading a high-performing team of professionals globally
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Able to manage a team of individuals in our multicultural environment
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Highly independent and self-directed individual capable of working with minimal supervision.
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Exceptional interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
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Strong problem-solving skills
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Sense of urgency
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Excellent verbal and written communication and presentation skills (English)
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Multiple-year experience in ITIL process management
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Able to coordinate people in a multidisciplinary environment, including IT providers, Nokia IT technical teams, as well as technicians from business areas
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Capability to interact with Nokia senior management
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Experience in managing global escalations in crisis situation
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Background and experience in one or many of the IT domains below is beneficial:
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Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
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Data Center (Wintel, Unix, Storage,…)
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Cybersecurity
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Enterprise Resource Planning (ERP) – SAP
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Enterprise Relationship Management (ERM)
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Enterprise Data Warehouse.
Minimum Qualifications:
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Degree in Engineering, Computer Science or related field from recognized university
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At least 5 years of experience in leading Incident Management in complex technology environments
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Fluent in written and spoken English
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ITIL V3 foundation /intermediate certification
Preferred Qualifications:
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ITIL V3 expert certification
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Six Sigma