Job Description

Job Category: Customer Services
Degree Level: Bachelor's degree
:
The Performance Management Specialist role focuses on autonomously monitoring and analyzing network service performance quality, producing reports, and recommending improvements. The individual detects and resolves performance issues, including hardware, software, and service configuration abnormalities, making independent judgments.
Responsibilities:

• Autonomously monitor and analyze Network Service Performance Quality, including report production, management engineering, and improvement recommendations.
• Perform first-in detection and filtering of performance quality issues (e.g., hardware, software, service issues, existing TTs, CRs, exceptions, alarms).

Support Network Service acceptance through data warehousing, reporting, and analysis. * Make independent judgments, decisions, and recommendations to solve abnormalities and service configuration requirements.

• Provide informal guidance and support to new team members, including coaching and on-the-job training.
• Translate global standardized procedures and checklists to specific requirements for Managed Services (MS) customers.
• Act as a shift leader for multiple functions, particularly in 24x7 operations or outside normal Service Operations Manager hours.
• Monitor Change Requests (CRs) to ensure agreed service levels, taking corrective action for risks or breaches.

Qualifications:
Must-Have Skills

• Minimum 3-6 years experience with B.Tech/BCA/MCA who can performance Quality Monitoring, analysis, report production, and recommending improvements.
• Experience in first-in detection and filtering of performance quality issues (e.g., hardware, software, service issues, existing TTs, CRs, exceptions, alarms).
• Demonstrated ability to analyze status/performance indicators, service configuration requirements, make independent judgments and decisions, and solve abnormalities through technical knowledge.
• Experience with Network Service data warehousing and supporting Network Service acceptance through reporting and analysis.
• Skill in translating global standardized procedures and checklists to specific requirements for Managed Services (MS) customers.
• Ability to monitor Change Requests (CRs) and take corrective action to prevent or address breaches of agreed service levels.

Nice-to-Have Skills

• Team Guidance: Experience providing informal guidance, coaching, or on-the-job training to new team members.
• Leadership Experience: Prior experience acting as a shift leader, especially in 24x7 operational environments or outside normal Service Operations Manager hours.

About Us:
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.
.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.
If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. .
About the Team:
Some of our benefits:

• 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

.

Skills Required