Remote New

Incident Manager NAM

NOKIA
Annual Base salary USD 110,027.27-204,336.36 plus eligible benefits as applicable
life insurance, paid time off, tuition assistance
United States, Texas
Jul 21, 2025
The Incident Manager is responsible for 24x7 end to end restoration of the critical Incidents/ outages with the customer's contractual restoration time. Also required to co-ordinate and drive outage and critical incident restoration activities and ensure the efficient engagement and working of resources and experts for all CNS customers based in Americas (NAM and Lat markets). As part of the team, you will: Lead the 24x7 end-to-end restoration of critical incidents and outages, ensuring alignment with customers' contractual restoration times. Coordinate and drive outage management efforts, engaging resources and technical experts effectively across the Americas. Facilitate communication on conference bridges and various channels to ensure clear, real-time updates throughout incident resolution. Monitor and document restoration progression, including action plans, resource engagements, and reporting via internal tools. Conduct deep dives on incidents to identify improvement opportunities and promote corrective actions for enhanced service delivery. Collaborate with Market Services/ CaPM teams to implement preemptive measures against identified outage risks. Support and contribute to continuous improvement programs related to incident management and case handling processes. Develop 'Design for Serviceability' recommendations by leveraging internal and external feedback to optimize operations. You have: 10-15 years of overall experience, including a minimum of 2 years in Incident Management in complex technology environments Degree in Engineering, Computer Science or related field from a recognized university Strong leadership and people management skills with experience in managing multicultural teams Problem-solving skills and ability to navigate crisis situations Fluent in written and spoken English with excellent communication and presentation skills It would be nice if you also had: ITIL V4 certification Six Sigma certification Experience with cloud infrastructure and IP knowledge Proficiency in scripting languages, such as Excel scripting Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work 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. Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality: One of the World's Most Ethical Companies by Ethisphere Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark 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. Additional Information US/Canada Nokia Offers a comprehensive benefits package that includes but is not limited to: Corporate Retirement Savings Plan Health and dental benefits Short-term disability, and long-term disability Life insurance, and AD&D - Company paid 2x base pay Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child) Paid time off for holidays and Vacation Employee Stock Purchase Plan Tuition Assistance Plan Adoption assistance Employee Assistance Program/Work Life Resource Program The above benefits exclude students. Disclaimer for US/Canada Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity.( Check the salary ranges in the job info section for this role) All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.