TPM, Customer Escalation Management

Overview

As a member of the Escalation Management function within the Engineering Operations team, you will be focused on managing key Customer Escalations, working in strong partnership with Product and Engineering (P&E) Quality, Portfolio Management and Product Development functions, Cloud and Network Services (CNS) Services and Care teams and the Global Business Center (GBC). Your primary role will be to drive the resolution of the cross-CNS identified Customer escalations. The mandate includes resolution of the technical issues, driving root cause analysis and identifying systemic issues and program managing their remediation. Throughout the escalation(s), you will be the primary contact for P&E, providing Executive updates to P&E leadership and cross-CNS leadership.

The ideal candidate will possess a blend of deep technical competence in the Telco SW domain, excellent collaboration skills, proven experience communicating at the Executive level, a strong business acumen and a drive for execution excellence.

Responsibilities

• Bachelor or Master's degree in Computer Science, Engineering or a related field
• Extensive experience in Program Management within the Telco SW industry
• Strong understanding of R&D execution best practices
• Excellent communication and inter-personal skills
• Operational Excellence - expertise in defining and driving Programs to a rapid completion
• Problem Solving - proactive approach to identifying and addressing challenges

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.

Inclusion and equality

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

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.

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