IT TEM Operations Support
CDO Chief Digital Office
Noida, Uttar Pradesh, India
6d ago

At Nokiawe create the technology to connect the world. Developing and delivering theindustry's only end-to-end portfolio of network equipment, software, servicesand licensing that is available globally.

Through our research teams, includingthe world-renowned Nokia Bell Labs, Nokia is leading the world to adoptend-to-end 5G networks that are faster, more secure and capable ofrevolutionizing lives, economies and societies.

Nokia adheres to the highestethical business standards as we create technology with social purpose, qualityand integrity.

A truly global company, we are 160 nationalities working in morethan 100 countries.

ITUnified Communications (UC) Services team manages globally the lifecycle,delivery, cost, quality and performance of all end user communication servicesranging from Fixed and Mobile voice to VoIP and Call Center, Video and VirtualConferencing and Webcasting services.

IT Unified Communications services arebeing driven by the continuously evolving technologies and businessrequirements delivering the best services to all Nokia employees.

One ofthe key services are Mobile & Fixed voice with 80.000 subscribers in morethan 74 countries with up to 170 communication service providers and an averagevolume for orders and incidents of 2.000 per month.

Nokia ITTelecom Expense Management (TEM) Operations Support is responsible to manageglobally the communication services operations for Mobile & Fixed voice ina team working in daily shifts helping to secure 24h / 7d service delivery andincident resolution.

Thecandidate will interface with End Users, Communication Service Providers (CSP)and IT Stakeholders.

The rolewill include following activities :

  • Tocoordinate and support Mobile & Fixed voice services provided by CSP’s aspart of Nokia IT TEM service offerings and being responsible for IncidentManagement;
  • Change Management and Request Fulfillment.

    Beingresponsible for service request validation and implementation according todefined processes and policies. Acting as the operational interface to CSP’s inorder to achieve request fulfillment according to the contractual agreedSLA’s.

    The NokiaIT TEM Operations Support is providing support to end users and immediatelyinteracts with service providers for necessary fixes, is responsible for the install,move, add, change / decommissioning (IMAC / D) process for the communicationservices in scope.

    The NokiaIT TEM Operations Support is expected to monitor the agreed Service Levels,report breaches and consistently drives the identification of opportunities forcontinuous service improvements.

    To ensurethat the Incident and Request Fulfillment processes are working as they should,by routinely checking if all tickets are owned and processed.

    Tocollaborate with Nokia’s IT procurement team and to maintain contractinformation & price plans in a Telecom Expense Management application,conducts CSP ratings and optimizations to fleet price plans to control andreduce service fees.

    To manageand track contract status; To capture, store and manage copies of relevantparts of telecom contracts and amendments (for reporting purposes, analysis,and reference such as for invoice validation and monitoring of CSP SLA’s)

    Toestablish and update regularly telecom inventory database including allservice-related key parameters and price plan details.

    Enablesdecision making prior to execution; provides information to key stakeholdersfor recommendation in making contract changes and adjustments.

  • The ITTEM Operations support updates support documentation of processes to be used byNokia employees such as FAQ information;
  • review and update communication andTEM related service pages on Nokia Intranet, manages all communications in theregion

    Skills& Qualifications :

    Bachelor’sdegree in IT / Engineering or a related discipline (e.g. Electrical / ComputerEngineering, Computer Science, Information Technology) with minimum of twoyears of experience providing IT end user support and / or IT on-site support.

    Demonstratedend-user support skills are required including the ability to work withconcerned users and to handle business escalations.

    Practicalexperience with Microsoft 365 applications (e.g. Outlook, OneDrive, PowerPoint,Excel, SharePoint, and PowerBI) and collaboration tools.

    Goodunderstanding of ITIL (Information Technology Infrastructure Library) processesand experience with ITSM solutions (i.e. SNOW, Remedy).

    ExcellentProblem-solving skills, Ability to prioritize workload.

    TelecomExpense Management experience preferred.

  • Professionalworking proficiency in English is required, additional language skills inMandarin; Japanese, French; Portuguese;
  • Russian; Spanish; Vietnamese are aplus.

    This jobprofile should be seen as a role description and is not to be used to evaluatea position or task.

    Imaginecreating technology that has the potential to change the world. Working withus, you will have a positive impact on people’s lives and help to overcome someof the world’s most pressing challenges.

    We act inclusively and respect theuniqueness of people. At Nokia, employment decisions are made regardless ofrace, color, national or ethnic origin, religion, gender, sexual orientation,gender identity or expression, age, marital status, disability, protectedveteran status or other characteristics protected by law.

    Nokia culturewelcomes people as their true selves. Come create the technology to connect theworld.

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