Incident Manager

Join our Team

About this opportunity:

Join us as an Emergency Management Specialist at Ericsson, where we aim towards effectively preventing and minimizing the impact of incidents. You will play a critical role in investigating potential reoccurrences, classifying problems, and developing and implementing preventive actions. Your leadership, planning, and communication skills will drive us towards an effective recovery, improving our emergency support services. We also encourage and value the coaching of others, with opportunities for growth within this ultimate service role.

What you will do:

- Lead and facilitate recovery efforts, ensuring swift restoration of services and outstanding customer experience.

- Collect comprehensive Root Cause Analysis data to facilitate post-event investigations.

- Act as the primary orchestrator of Ericsson internal management communication.

- Initiate and manage escalations when necessary, acting as Crisis Manager throughout these events.

- Coordinate seamless transition of responsibilities among technical and management teams during emergencies.

- Play an active role in refining Emergency Handling and Problem Management processes.

- Validate the security considerations of remote connections and customer documentation through constant user access verification.

- Foster a culture of knowledge sharing by consistently searching, re-using and sharing valuable information.

The skills you bring:

- Change and Improvement Management.

- Data Analysis.

- Customer Success.

- Negotiation.

- Machine Learning.

- Service Delivery Models and Strategy.

- Emergency handling.

- Knowledge Transfer and Reuse.

- Knowledge Sharing and Collaboration Skills.

- Coaching and Mentoring.

- Performance management / controlling.

- Emergency Recovery skills.

- EBP (Ericsson Business Process and Finance Processes).

- Ericsson Portfolio.