The Job

Incident Manager

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · DevOps

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I korthet

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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • 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
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Företag

Ericsson

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Sydney, Australia

Kvalifikation

Kandidatexamen

Sökande

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