David Paterson
Incident Manager at Nokia
Based in Dallas, United States
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Seniority
Manager
Department
Operations
Location
Dallas
Industry
Telecommunications
Company size
100K
Contact information
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d•••••••@nokia.com
Phone
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Background
About David Paterson
Professional experienced in providing world class support in driving the restoration of service affecting emergency/critical network incidents by collaborating with support groups, classifying Incidents, logging Incident details, updating records, checking resolution with users. Manage Customer communication during critical incidents and post-emergency reviews, close monitoring of Key Performance Indicators (KPI) and Service Level Agreements (SLA) to ensure contractual obligations and Customer Satisfaction (CSAT) targets are exceeded. Manage delivery of Root Cause Analysis (RCA) process and Customer communication during all incidents including post-emergency reviews.
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