NOKIA Hiring for IT Specialist – Quality and Customer Satisfaction at Bengaluru, Karnataka Full Time

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.

The team you’ll be part of

Strategy and Technology lays the path for Nokia’s future technology innovation and identifies the most promising areas for Nokia to create new value. We set the company’s strategy and technology vision, offer an unparalleled research foundation for innovation, and provide critical support infrastructure for Nokia.

You will be part of Quality and Customer Satisfaction Org within Enterprise Applications Operations. We work on Standardization and Simplification of Process and Methodologies that boost the application operations. Our team has an open culture with greater focus on collaboration. To achieve this, you will be required to work on reporting from Service Now tool, PowerBI reporting for extensive analysis, apply analytical skills for effective analysis and propose improvements.

What you will learn and contribute to

Are you passionate about solving problems?

As part of our team, you will:
Harmonize and standardize Support Model across all Enterprise Application and drive them for successful implementation

Conduct periodic analysis of License Costs and drive initiatives to Optimize License Cost

Drive Automation initiatives to simplify the existing processes and improve customer satisfaction

Tracking, monitoring of measurements (KPI and PI) and projecting dashboards to enable appropriate attention

Ensure effective process adherence for service transition of our applications and platforms until successful go-live

Tracking and monitoring of Operational Compliance and Risks of Enterprise Applications to maintain zero backlog targets

Apply techniques and methodologies to improve root cause analysis of problem tickets and track CAPAs to closure

Collaborate with Process Owners (like Change, Problem etc) for process improvements that aid operational quality/performance/stability etc.

Establish Governance with Partners to improve service delivery quality and maintaining the agreed KPI / PIs

Identifying operational challenges and Liasoning with IT procurement for Service Contract Amendments

Your skills and experience

You have:
6-8 yrs. of experience in IT Service Delivery

ITIL certified/Well versed with ITIL Concepts and Six Sigma certified

Analytical tools like PowerBI, Advance Excel, 5Y Analysis etc

Good knowledge of Service Delivery process and Tools (Service Now)

Hands on knowledge of Excel and Power BI for Data analysis

Highly focused on measurements, analysis yielding improvements in operations

Problem-solving, and decision-making skills

Excellent Presentation and Communication skills

Proficient in Change, Problem and Incident Management processes and execution

Team focus, contributor mindset to get things done

Drive for results with high level of collaboration and ownership

Demonstrated knowledge of Service level management, KPI, PI and Operational measurements reporting, process improvements and automations to simplify and standardize EA Operations

It would be nice if you also had:
Risk Management Process

Software Process Models

ServiceNow

SharePoint

What we offer

Nokia offers flexible and hybrid working schemes, 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.

Automation Oppportunities leading Standardization and Simplification

Learning and Innovation oppurtunities

Cultural events to exhibit inherent talent

Annual Sports and Quiz competitions

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

LGBT+ equality & best place to work by HRC Foundation

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.