In short
Ericsson is seeking a Service Monitoring Engineer to join their Network Operations team in Noida, India. This role involves ensuring network stability and customer satisfaction through effective incident and service request management, aiming for timely closures and adherence to SLAs. The ideal candidate will have 2-6 years of experience in network operations and a strong understanding of telecom/IT network technologies.
Responsibilities
- Continuously track incidents, service tickets, and operational activities.
- Conduct regular follow-ups with responsible teams to ensure progress towards timely closure.
- Initiate recovery actions when timelines slip or risk indicators arise.
- Validate updates and ensure all incidents have clear actions, owners, and deadlines.
- Deliver necessary reports for Jeopardy Management of incidents as requested by the customer.
- Apply the defined escalation matrix based on severity, impact, and aging of incidents.
- Ensure adherence to jeopardy management policies, workflows, and SLAs.
- Provide regular status updates to stakeholders regarding jeopardy items and escalated issues.
- Prepare incident summary reports, escalation logs, and closure metrics.
- Track and report KPIs such as aging incidents, SLA compliance, escalation count, and closure rate & blockers/reasons for slow progression.
- Maintain dashboards or trackers that highlight jeopardy status and follow-up progress.
- Support audit requirements with proper documentation and data accuracy.
- Assist in identifying and implementing process improvements to reduce incident occurrence and impact.
Requirements
- 2–6 years of experience in Network Operations / Alarm Monitoring in a telecom or IT network environment.
- Strong understanding of general network technologies and concepts across access, transport, and IP domains (vendor-agnostic).
- Hands-on experience with Ericsson OSS/NMS tools or other multi-vendor management systems (e.g., Netcool, HP OpenView, SolarWinds, etc.).
- Knowledge of fault management processes, ITIL best practices, and SLA-driven operational models.
- Strong analytical and problem-solving skills, with the ability to quickly interpret incidents and determine probable actions needed to resolve the same.
- Excellent communication and coordination skills for effective collaboration across global teams.
- Fluent in English, with strong written and verbal communication abilities.
- Skilled in handling escalations and managing political dynamics in high-stakes scenarios.
- Hands on analytical tools like MS Excel, MS Power Point, MS Power Bi.
- Ability to work in a 24x7 shift environment (rotational shifts, weekends, and holidays).
- Bachelor’s degree in Telecommunications, Electronics, Computer Science, or equivalent.
Benefits
- Outstanding opportunity to use your skills and imagination to push the boundaries of what's possible.
- Opportunity to build solutions never seen before to some of the world's toughest problems.
- Be challenged, but not alone; join a team of diverse innovators.
- Contribute to Ericsson’s vision of a fully connected, intelligent world.
- Work with diverse network technologies.
#Network Operations#Service Monitoring#Jeopardy Management#Incident Management#SLA Compliance
Company
Ericsson
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Noida, India
Qualification
Bachelor
Applicants
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