MS Specialist OSS
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About the Role
"The Service Management L2 Specialist is monitoring the service provided to end users of Nokia customers within service levels agreed with those customers., ensure Service Incidents are analysed and correlated with performance degradation and repeat customer complaints.They solve the higher level of escalation and are responsible for the resolution, analysis and expertise in case of complicated faults"
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Responsibilities
- For one of the key functions of SOC/CEM operations • Independently works within broad guidelines and uses best practices and knowledge of the SOC/CEM function, within an overall MS context. • Works with substantial discretion and uses expert knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems, both one-off and recurring, and to contribute to SOC/CEM process and practice improvements. • Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Able to create new use case, develop/modify the Service Model/ Customer Experience as per customer requirements. • Liaises, and takes leadership from a SOC/CEM real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Customer Care, NOC CM, NOC FM, Customer Sales Marketing Organization,) or in the customer's organisation, on high impact individual or multiple recurrent incidents, or risks. • Translates to the next level of detail global standardised procedures / checklists to specifics for a SOC/CEM customer. • Takes responsibility for planning and executing (including through others) a complex problem resolution, configuration, or other change request. Develops Methods of Procedures (MoPs) to be followed for performing specific, medium- to high-risk operations activities. • May coach and provide on-the-job training to other team members. May act as a "shift" leader of multiple functions. • May monitor the set of tickets / work orders received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritisation of work and / or engagement of additional temporary resources.
Qualifications
- Impact Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact. Scope & Contribution Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Innovation Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations. Communication Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset Knowledge & Experience Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.
About Nokia
Nokia is a Finnish multinational technology company specializing in telecommunications infrastructure, software, and licensing. It provides network equipment and services for mobile, fixed, and cloud networks to communications service providers and enterprises worldwide.
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