These platforms form the core of Nokia’s digital communication ecosystem, supporting both external audiences (customers, investors, partners) and internal collaboration and engagement across the organization.
You will collaborate closely with Digital Channels teams, IT operations, SharePoint governance teams, security, compliance, and external vendors to ensure a secure, scalable, and highly available service landscape. Your scope includes platform operations, governance, incident management, stakeholder alignment, and continuous improvement, while supporting ongoing transformation initiatives such as modern web architectures, content platform evolution, and improved user engagement channels.
This is a highly visible, strategic role suited for someone who thrives in complex environments and drives proactive, business-aligned service management.
- Own the end-to-end lifecycle, and operational excellence of Internet and Intranet Web Services and Maintain and update service scope, governance models, and operational documentation (service pages, SOPs, escalation paths).
- Ensure services evolve in line with business requirements and digital transformation initiatives (e.g. CMS modernization, intranet improvements) and Ensure clear ownership, accountability, and communication visibility aligned with Nokia’s Service Ownership model.
- Oversee monitoring of platform health, traffic, and performance, ensuring proactive issue detection and resolution and Coordinate deployment validation, updates, and release readiness for platform changes and enhancements, Support high-demand events and global communication peaks, ensuring consistent user experience.
- Lead incident and outage management across web and communication platforms, with strong focus on external website availability and Coordinate major incident bridges, ensuring rapid service restoration with internal teams and external partners.
- Drive root cause analysis and preventive actions to improve service stability, Ensure clear and timely stakeholder communication during incidents and post-incident reporting and Maintain runbooks, escalation processes, and 24/7 operational readiness.
- Ensure secure operation of all web platforms, including protection against external threats and misuse, Oversee compliance with data privacy and regulatory requirements (e.g. GDPR) for internet and intranet services and Align intranet services (SharePoint Communication sites) with enterprise governance policies, including ownership, access management, and information protection principles.
- Ensure appropriate usage governance and moderation models for Viva Engage and communication channels and Collaborate with security and compliance teams to ensure consistent application of policies across platforms, Act as the primary liaison for all stakeholders related to web and communication platforms.
- Lead regular service and vendor governance forums, ensuring SLA adherence and continuous improvement and Ensure clear service communication and transparency, including maintenance of IT service pages and guidance, Define and manage communication and support channels for platform-related queries and incidents.
- Support the adoption of digital communication channels, ensuring a positive and consistent user experience and Drive continuous service improvement across all web and communication platforms, and Contribute to the future roadmap, aligning with business, communication, and employee engagement strategies, Promote automation, monitoring improvements, and operational efficiency, aligned with Nokia’s service ownership model.
Must-Have:
- Bachelor’s degree in Information Technology, Computer Science, Digital Platforms, or related field with 8–12+ years of experience in IT service management, web platforms, or digital communication services within large enterprise environments.
- Strong experience with enterprise web platforms and CMS solutions (e.g. Contentstack, Drupal) and modern web architectures.
- Experience with SharePoint Online (Communication sites) and/or intranet platforms in an enterprise environment and Exposure to enterprise communication platforms such as Viva Engage and digital engagement solutions.
- Proven experience in incident management and high-availability operations, including coordination of critical outages.
- Good understanding of web architecture, APIs, content platforms, and CDN-based delivery models and Experience in vendor and partner management, including SLA governance and operational coordination.
- Strong knowledge of security, compliance, and performance best practices for internet-facing and collaboration platforms.
Nice-To-Have:
- Excellent stakeholder management and communication skills, with ability to operate across global, cross-functional teams.
- Strong problem-solving and continuous improvement mindset, with focus on proactive and data-driven service management.