IT Critical Incident, Problem Manager

Nokia

Incident & Problem Manager managing incident resolution and root cause analysis at Nokia. Focused on improving user experience and reducing incident re-openings.

Posted 7/23/2026full-timeBangalore • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Incident Management with a strong focus on critical incident resolution, performance analysis, and effective communication with stakeholders. Proven ability to lead high-performing teams in complex technology environments while ensuring continuous improvement in incident management processes.

Highest-signal resume keywords

Incident ManagementITIL V4 Foundation CertificationCritical Incident Support ExperienceLeadership and People ManagementTechnical Skills in IT Domains

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident Service RestorationRoot Cause AnalysisProblem ManagementPerformance Trend AnalysisTechnical Bridge ManagementRisk EvaluationContinuous ImprovementData Center ManagementCybersecurityEnterprise Resource Planning (ERP)

Soft Skills

Problem-SolvingSense of UrgencyVerbal CommunicationWritten CommunicationTeam Collaboration

Tools & Technologies

Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)WintelUnixStorageEnterprise Relationship Management (ERM)Enterprise Data Warehouse

Certifications & Qualifications

ITIL V4 Foundation CertificationITIL V4 Expert CertificationSix Sigma

Industry Keywords

Critical IncidentsService OwnerBusiness GroupsClient Service Managers (CSM)Multicultural Environment

Tech Stack

Tools & technologies

Cyber SecurityERPUnixVoIP

About the role

Key responsibilities & impact

Accountable of execution of the Incident Service Restoration activities.
Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Nokia IT senior management in regards of escalations on Critical Incidents (P1, P2).
Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties
Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement
Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.
Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution. Send timely status updates to the IT and business leaders on Critical IT Incidents.

Requirements

What you’ll need

Degree in Engineering, Computer Science or related field from recognized university with at least 5 years of experience in leading Incident Management in complex technology environments.
ITIL V4 foundation certification. Multiple-year experience in ITIL process management.
Prior experience of working in critical incident support organization and strong problem-solving skills, sense of urgency.
Excellent verbal and written communication, capability to articulate business impact of incidents to higher management
Strong leadership and people management skills, previous experience as a people manager. Experience in leading a high-performing team of professionals globally. Able to work with a team of individuals in our multicultural environment.
Strong technical skills and background/experience in one or many of the IT domains like: Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP), Data Center (Wintel, Unix, Storage), Cybersecurity, Enterprise Resource Planning (ERP) – SAP, Enterprise Relationship Management (ERM), Enterprise Data Warehouse.
Should be willing to work in 24*7 shifts- rotational shift.
**Nice-to-Have:**
ITIL V4 expert certification
Six Sigma

Benefits

Comp & perks

Flexible and hybrid working schemes
A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
Life insurance to all employees to provide peace of mind and financial security
Well-being programs to support your mental and physical health
Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
Employee Growth Solutions to support your personalized career & skills development
Diverse pool of Coaches & Mentors to whom you have easy access
A learning environment which promotes personal growth and professional development - for your role and beyond