Incident Manager

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Systems Engineering

In short

Ericsson is seeking a dynamic Incident Manager in Noida, India, to oversee incident management 24x7, ensuring minimal disruption and fast service restoration. The role requires strong leadership, communication skills, and knowledge of ITIL, eTOM, and network topology. Minimum of 4 years of experience in the Telecom or IT industry is necessary.

Responsibilities

Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
Ensure timely communication / information flow towards internal & external stakeholders
Ensure that all required resources (resources, accounts, equipment) are available and up to date.
Setting up of Technical & Management Bridge to facilitate communication during incidents.
Manage and coordinate the escalated requests from MSIP OA, COM and internal stakeholders.
Deliver accurate post incident reports within the agreed OLAs.
Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.
Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.
Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.
Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams.

Requirements

Minimum of 4 years’ experience from Telecom or IT Industry.
Knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle.
Knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
Strong sense of urgency and take responsibility and be able to work under pressure.
Strong skills in leadership and communication
Knowledge of Ericsson: BSS, Service Layer, Core, Access – Service views and other vendors equipment where applicable
High level Network Topology skills (GSM, WCDMA, LTE, IT, etc).
Knowledge of Infrastructure and customer tools connected to delivery.
Availability to travel abroad.

Desired Qualifications

Previous IM experience in similar positions it’s a plus.

Benefits

Outstanding opportunity to use your skills and imagination to push the boundaries of what’s possible.
Be challenged, but you won’t be alone.
Joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.
We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
Ericsson is proud to be an Equal Opportunity Employer.

Skills

ITILeTOMGSMWCDMALTE

#Service Management#Lifecycle#Telecom#IT Industry#Incident Management#Service Restoration#SLA#Stakeholder Communication#Problem Management#Root Cause Analysis#Business Continuity#Network Topology#BSS#Service Layer#Core#Access#Ericsson#Vendors Equipment

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

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