Controls technical resources for fault/incident & problem resolution : investigates and resolves Major service outages, reports Major service outage & Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident & problem management tool development feedback..
- Significantly contributes to MS process and practice improvements for the function, considering efficiency, effectiveness, risk and quality.
- Acts as a professional advisor and mentor for staff / work team / taskforces .
- Contributes to the strategies and programmes for professional development of personnel in the function(s).
- Technically approves and takes high-level responsibility for high risk Methods of Procedures (MoPs) and change procedures.
- Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation, on high impact individual or multiple recurrent incidents, or risks.
- May act as leader for an MS functional team, co-ordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions.
