Escalation Manager
Nokia
full-time
Posted on:
Location Type: Hybrid
Location: Noida • India
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Tech Stack
About the role
- Own the end-to-end lifecycle and governance of cases under the escalation process.
- Act as the primary escalation contact, coordinating across Market Services, Domain Care, Product, and Engineering, and other technical teams.
- Lead and represent Service and Care in complex, high-impact escalations, task forces, and market-level Top Issue forums.
- Monitor major Escalation workload, Key Performance Indicators, prioritize cases appropriately, and adapt resources to meet demand.
- Drive technical resolution by engaging relevant global teams such as Market Services, Service and Care Delivery, and Research and Development, ensuring timely closure and Corrective and Preventive Action completion.
- Provide clear, frequent communication on escalation status, risks, and progress to customers, management, and key stakeholders.
- Capture lessons learned, recommend best practices, and support continuous improvement across products, processes, and services.
Requirements
- Bachelor’s degree or equivalent with 10+ years of experience in escalation handling and critical Care Management.
- Experience across one or more areas such as core application products, cloud infrastructure, Internet Protocol networking, customer management, and data analysis using spreadsheet tools.
- Ability to clearly articulate the business impact of escalations to senior leadership.
- Close attention to detail and the ability to collaborate effectively in multi-domain, multicultural environments.
- Proven problem-solving skills with a strong sense of urgency and experience leading global teams during crisis situations.
- Strong verbal, written, and presentation skills, with demonstrated technical leadership and people management capabilities.
- Self-directed and independent, with the ability to operate effectively with minimal supervision.
- Excellent interpersonal, organizational, and customer service skills, enabling effective communication with both technical and non-technical stakeholders.
Benefits
- Our recruitment process
- We act inclusively and respect the uniqueness of people. Our 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.
- If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
- The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
escalation handlingcritical care managementdata analysiscloud infrastructureInternet Protocol networkingcore application productsspreadsheet toolstechnical resolutionCorrective and Preventive Action
Soft Skills
problem-solvingcommunicationcollaborationattention to detailleadershipcustomer serviceorganizational skillsself-directedindependence
Certifications
Bachelor's degree