Service & Performance Engineer
GS Global Services
Timisoara, Romania, Romania
2 zile în urmă

About Nokia

We create the technology to connect the world. We develop and deliver the industry’s only end-to-end portfolio of network equipment, software, services and licensing that is available globally.

Through our research teams, including the world-renowned Nokia Bell Labs, we are leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies.

With Nokia future becomes present. You will work on new generation mobile networks (5G) which will allow autonomous car, ultra-high speed and millions of connected devices become a reality.

Team Description

The Global Services business group deploys, supports and operates communication service providers’ (CSP) and enterprise networks.

This includes network infrastructure services and professional services for mobile networks and managed operations for fixed, mobile, IP and optical domains.

Nokia is also leading new growth areas including network cognitive services and analytics, public sector networks, energy and transport markets and our Worldwide IoT Network Grid (WING) which provides seamless connectivity across geographical borders and technologies.

Job Description & Responsibilities

Formulates and agrees with an appropriate Service Level Management structure for the organization, to include :

  • Service Level Agreement structure (e.g. Service based, Customer based or Multi -Level)
  • Operational Level Agreements with the Service Provider
  • Accommodating any existing Service Improvement Plans / Programs within the SLM process
  • Negotiates and agrees with the Service Level Agreements with the Customer.

    Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.

    Analyses and reviews Service Performance against the SLAs and OLAs.

    Organizes and maintains the regular Service Level review process with both the IT Customer and Service Provider which covers :

  • Review outstanding actions from previous Reviews;
  • Current Performance;
  • Reviews Service Levels and targets (where necessary);
  • Reviews underpinning agreements and OLAs as necessary
  • Agree with appropriate actions to maintain / improve Service Levels.
  • Initiates any actions required to maintain or improve Service Levels
  • Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.

    Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)

    Ensures that appropriate changes are assessed for their impact on service levels

    Carries out the Process Manager responsibilities for the Service Level Management process

    Competences / Qualifications

  • Relationship Management skills
  • a good understanding of the IT Providers services and qualifying factors in order to understand how Customer requirements will affect delivery
  • an understanding of the Customer's business and how IT contributes to the delivery of that product or service
  • excellent communication and negotiation skills
  • patience, tolerance and resilience
  • knowledge and experience of contract and / or supplier management roles
  • good people management and administrative skills
  • good understanding of statistical and analytical principles and processes
  • good presentational skills
  • reasonable numeric skills
  • the ability to interact successfully with all levels of the Customer and IT Provider organization
  • reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
  • a good listener with the ability to apply the knowledge gained effectively
  • even-handed and fair in dealings with other parties.
  • What does Nokia offer you?

    Competitive salary based on your experience

    Performance, Christmas and Easter bonuses

    Interaction with international teams of software developers, architects, project managers, testers, integrators etc.

    Visibility on latest configuration control technologies, 5G innovating mobile networks, Cloud, shared testing resources

    E-learning platforms such as NokiaEDU, Harvard ManageMentor, LinkedIn Learning etc. at your disposal for technical training and personal development

    Access to Nokia Garage innovation space where you can express your technical creativity and implement new projects with support from local community

    Various certifications

    Events and conferences on technical matters but also on well-being at work and other general-purpose subjects

    Flexible time and teleworking

    24+ paid days-off

    Sports, Wellness and Culture reimbursement

    Bookster

    PublicTransport / Private Parking allowance or bike / electrical scooter reimbursement

    Meal tickets + extra food allowance

    Private health and life insurance

    Kindergarden / after-school reimbursement

    Everyday Excellence Employee Recognition Program (Awards can be redeemed via our online store)

    Share in Success - Nokia’s voluntary employee share purchase plan

    One of the highest employee referral bonuses on the market so you can bring your friends too : )

    Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges.

    We act inclusively and respect the uniqueness of people. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.

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