Incident Manager

Job Description
Customer Services encompasses a range of activities supporting Nokia customers, including technical support, account management, operations, maintenance, network design, deployment, integration, transformation, and training. The team drives revenue growth and enhanced customer satisfaction throughout the service lifecycle—from planning and design to deployment, integration, optimization, operation, and maintenance.

Managed Services is responsible for the ongoing operation and performance of customer networks, proactively proposing and implementing upgrades based on business needs. This includes the technical management and operation of contracted IT and telecommunications services provided to Nokia's end-users, ensuring adherence to agreed service level agreements.

How You Will Contribute And What You Will Learn

• Receive, triage, investigate, and resolve security incidents impacting customer experience, ensuring timely and effective resolution within defined SLAs.
• Prioritizing incidents based on severity and impact and perform root cause analysis to prevent recurrence.
• Coordinating with internal and external teams to resolve complex incidents. Provide guidance and support to the team on incident management best practices.
• Maintaining accurate and detailed incident records. Continuously evaluate and improve incident management processes to enhance efficiency, effectiveness, and customer satisfaction.
• Communicate effectively with customers regarding incident status, impact, and resolution. Maintain professional and empathetic communication throughout the incident lifecycle.
• Reporting and Analysis: Generate regular reports on incident trends, frequency, and impact. Analyze data to identify areas for improvement in security posture and customer experience.
• Collaborate with other Security Operations Center teams, engineering, product development, and customer support to ensure seamless incident resolution.
• Identify opportunities to automate incident response processes to improve efficiency and reduce resolution times. May contribute to the development and maintenance of automation scripts.

Key Skills And Experience
You Have:

• B.E/M.E/B.Tech/M.Tech with 8+ years of experience in Information Security, or a related field, or equivalent experience.
• Proven experience in a Security Operations Center or incident response environment, with a focus on customer experience.
• In-depth understanding of security technologies, including firewalls, intrusion detection/prevention systems, and SIEM.
• Experience with incident management tools and methodologies (e.g., ITIL).
• Excellent business English communication skills.

It would be nice if you also have:

• Experience with scripting languages (e.g., Python, PowerShell)
• Relevant security certifications (e.g., CISSP, CISM, Security+)

About Us
Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team
In Mobile Networks , our ambition is to become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. We strive to deliver unbeatable customer experiences in wireless connectivity.