Description
Family Description

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.

Subfamily Description

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.

Responsibilities


• For multiple smaller, a single medium-sized, or for multiple functions of a large customer, with in total, medium business volume and medium / high complexity and risk probability:

• Within agreed scope, has overall responsibility to achieve financial / non-financial targets,



and customer contractual agreements including service level targets, continuously improving the efficiency, effectiveness, and quality of own Managed Services (MS) operations.

• Leads and manages resources performing several or all aspects of Managed Services operations, handles day-to-day staff management issues, including resource management, allocation of work and performance management. Often manages other Service Operations Managers who are covering separate components of MS operations.

• Monitors the real-time demand of work for 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.

• Oversees all resolution management activities defined within MS customer contracts to meet the committed service level agreement targets. Leads resolutions of high impact / risk service

📌 MS Specialist T&IP (India)
🏢 Nokia Global
📍 India