Incident Manager MS IT
Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Site reliability engineering
I korthet
Experienced IT/Telecom Operations professional with strong expertise in Incident Management, Major Incident Handling, and L1 Monitoring Operations within 24/7 production environments. Acts as the onsite focal point for managing and coordinating offshore operational teams, ensuring timely incident resolution, SLA compliance, service availability, and operational excellence.
Ansvarsområden
- Lead and coordinate Incident Management and L1 Monitoring Operations.
- Manage major/critical incidents, ensuring rapid service restoration within SLA targets.
- Conduct incident bridge calls, drive escalations, and provide stakeholder communications.
- Govern alarm/event monitoring, ticket management, troubleshooting, assignment, and escalation activities.
- Ensure effective handling of incidents, recurring issues, and Root Cause Analysis (RCA) follow-up.
- Coordinate with technical teams to resolve operational and service-impacting issues.
- Monitor and improve offshore team performance against SLAs and KPIs.
- Analyze incident trends and recommend process, monitoring, and automation improvements.
- Maintain operational procedures, escalation matrices, and troubleshooting guidelines.
- Support service readiness, knowledge transfer, and continuous service improvement initiatives.
- Prepare operational, SLA, KPI, and incident performance reports.
Krav
- Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field.
- 5+ years of experience in IT/Telecom Operations, NOC, SOC, Service Operations, or Incident Management.
- Strong experience managing Major Incidents and production support environments.
- Hands-on knowledge of L1 monitoring, event/alarm management, ticketing, and escalation processes.
- Experience coordinating offshore operations teams.
- Strong understanding of ITIL Incident, Problem, and Change Management practices.
- Experience with HPSM, OBM, Nagios, and AppDynamics.
- Knowledge of infrastructure, applications, servers, networking, virtualization, and cloud technologies.
- Strong analytical, troubleshooting, stakeholder management, and communication skills.
- Ability to work under pressure and manage multiple priorities in a 24/7 environment.
Önskade kvalifikationer
- ITIL Foundation certification or higher.
- Experience in Telecom Managed Services.
- Knowledge of automation, AIOps, cloud platforms, containers, and Kubernetes.
- Understanding of networking technologies such as routers, switches, firewalls, and load balancers.
- Experience with SLA/KPI reporting, Problem Management, RCA, and continuous improvement programs.
Förmåner
- Outstanding opportunity to use skills and imagination.
- Build solutions never seen before to some of the world’s toughest problems.
- Be challenged, but not alone.
- Joining a team of diverse innovators.
- Opportunity to go beyond the status quo and craft what comes next.
- Encouraging a diverse and inclusive organization is core to our values.
- Championing diversity and inclusion in everything we do.
- Collaborating with people with different experiences drives innovation.
- Encouraging people from all backgrounds to apply.
- Realize full potential as part of the Ericsson team.
- Ericsson is proud to be an Equal Opportunity Employer.
#IT/Telecom Operations#Incident Management#Major Incident Handling#L1 Monitoring Operations#24/7 production environments#NOC#SOC#Service Operations#HPSM#OBM#Nagios#AppDynamics#ITIL#Problem Management#Change Management#Root Cause Analysis (RCA)#SLA/KPI Management#Offshore Team Coordination#Production Support#Customer Management#Operational Excellence#Continuous Improvement#AIOps#cloud platforms#containers#Kubernetes#routers#switches#firewalls#load balancers
Företag
Ericsson
Publicerade jobb
för 1 månad sedan
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Heltid
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Mellannivå
Platser
Dubai, United Arab Emirates
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