Incident Manager
Technology, Data & Digital · IT Infrastructure & Security · IT Support · DevOps
In short
We are seeking an experienced Incident Manager for our Service Line Operations team, based in Sydney. This critical role involves managing high-severity incidents across customer networks in a 24x7 environment, ensuring rapid service restoration and minimal disruption. You will lead emergency management activities, coordinate technical bridges, and drive prompt recovery with a strong customer focus.
Responsibilities
- Lead service recovery across customer networks in a 24x7 shift environment, ensuring rapid resolution, minimal disruption and a positive customer experience.
- Drive technical and management bridges for major incidents through to resolution and trouble ticket closure.
- Own incident planning, communication, tracking and recovery activities from end to end.
- Coordinate support teams, specialists, resources, facilities and systems during emergency events.
- Verify customer notifications and manage periodic updates, bridge communications and stakeholder briefings.
- Lead escalation discussions and initiate management escalations when required.
- Act as lead facilitator and single point of contact within Ericsson’s internal management structure during emergency events.
- Support event reports, root cause analysis, post-incident reviews and recurring event analysis.
- Develop and refine process documents, methods and instructions to support new solutions and continuous improvement.
- Ensure secure remote access, customer documentation controls and completion of the Incident Manager checklist.
Requirements
- Degree in Engineering, preferably Electronics, Computer Science, Telecommunications or equivalent.
- ITIL V4 Foundation and/or ITIL Service Transition certification preferred.
- Proven ability to lead technical teams during high-pressure incident situations.
- Strong network knowledge; telecom product and Ericsson experience are advantageous.
- Ability to assemble the right specialists and resources for effective service restoration.
- Sound judgement in balancing event data collection with rapid service recovery.
- Calm, assertive communication style with strong customer service skills.
- Open-minded problem-solving approach, with strengths in improvement management, data analysis, negotiation and customer success.
- Experience coaching and mentoring global support specialists through emergency recovery.
- Knowledge of service delivery models, strategy, problem management, performance management, knowledge transfer and Ericsson business processes.
- Understanding of the Ericsson portfolio; exposure to machine learning is an advantage.
- Strong English communication skills with customers, stakeholders and technical teams.
Desired Qualifications
- ITIL V4 Foundation and/or ITIL Service Transition certification preferred.
- Telecom product and Ericsson experience are advantageous.
- Exposure to machine learning is an advantage.
#NOC#ITIL#Incident Management#Service Recovery#Customer Networks#24x7#Escalation Management
Company
Ericsson
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Sydney, Australia
Qualification
Bachelor
Applicants
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