Job Description
As an Escalation Manager, you will manage and drive customer support and services engineering teams delivering Care Software Services. You will be responsible for team capability, resource planning, and people development, while ensuring effective delivery of services such as case handling, emergency support, and software upgrades. You will drive service performance at the customer and market levels, focusing on high quality, speed, and efficiency. In this role, you will provide escalation support when needed, enable continuous professional growth across the team, and contribute to organizational strategy through strong quality, cost, and delivery management.
How You Will Contribute And What You Will Learn
- Own the end-to-end lifecycle and governance of cases under the escalation process.
- Act as the primary escalation contact, coordinating across Market Services, Domain Care, Product, and Engineering, and other technical teams.
- Lead and represent Service and Care in complex, high-impact escalations, task forces, and market-level Top Issue forums.
- Monitor major Escalation workload, Key Performance Indicators, prioritize cases appropriately, and adapt resources to meet demand.
- Drive technical resolution by engaging relevant global teams such as Market Services, Service and Care Delivery, and Research and Development, ensuring timely closure and Corrective and Preventive Action completion.
- Provide clear, frequent communication on escalation status, risks, and progress to customers, management, and key stakeholders.
- Capture lessons learned, recommend best practices, and support continuous improvement across products, processes, and services.
Key Skills And Experience
You-Have:
- Bachelor's degree or equivalent with 10+ years of experience in escalation handling and critical Care Management.
- Experience across one or more areas such as core application products, cloud infrastructure, Internet Protocol networking, customer management, and data analysis using spreadsheet tools.
- Ability to clearly articulate the business impact of escalations to senior leadership.
- Close attention to detail and the ability to collaborate effectively in multi-domain, multicultural environments.
- Proven problem-solving skills with a strong sense of urgency and experience leading global teams during crisis situations.
- Strong verbal, written, and presentation skills, with demonstrated technical leadership and people management capabilities.
Nice-to Have
- Self-directed and independent, with the ability to operate effectively with minimal supervision.
- Excellent interpersonal, organizational, and customer service skills, enabling effective communication with both technical and non-technical stakeholders.
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.
Learn more about life at Nokia .
About The Business Group
In Cloud and Network Services, as Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
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. Discover more about the recruitment process at Nokia .
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
