TheJob

Incident Manager

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · DevOps

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We are looking for an experienced Incident Manager to join our Global Network Operations Center (GNOC) team in Noida, India. This role focuses on managing high-severity incidents, particularly Severity 1 outages, to ensure timely service restoration and minimize customer disruption. You will lead technical and management coordination, mobilize resources, handle escalations, and contribute to reporting and continuous improvement initiatives.

Ansvarsområden

  • Lead and manage high-severity incidents, ensuring minimal disruption and rapid recovery (24x7).
  • Set up and drive Technical & Management Bridges for effective communication during emergency events.
  • Ensure necessary resources (staff, systems, facilities) are engaged and focused on restoring service.
  • Lead escalation discussions and ensure the timely execution of escalation decisions during critical incidents.
  • Contribute to writing Event Reports and Root Cause Analyses (RCAs) for incidents.
  • Maintain clear communication with customers and management about incident status and progress.
  • Guide the team through high-pressure situations while balancing service restoration and data collection for investigation purposes.
  • Work with local support staff, third-party vendors, and other teams to ensure the effective resolution of incidents.
  • Assist in identifying and implementing process improvements to reduce incident occurrence and impact.

Krav

  • Proven experience managing incidents in a telecom or network operations environment (4-10 years).
  • Strong ability to lead and manage technical teams under pressure.
  • Capable of troubleshooting complex technical issues while ensuring service recovery.
  • In-depth understanding of telecom systems and network infrastructure (Ericsson experience is a plus).
  • Ability to stay calm and focused in high-stress situations, with a solution-oriented approach.
  • Demonstrated ability to handle aggressive or disruptive customer reactions with professionalism.
  • Fluent in English, with strong written and verbal communication abilities.
  • Skilled in handling escalations and managing political dynamics in high-stakes scenarios.
  • An engineering degree or equivalent technical qualification.

Önskade kvalifikationer

  • Ericsson experience is a plus.

Förmåner

  • Insights from previous hires
#Global Network Operations Center#GNOC#Incident Management#Severity 1 outages#SLA#Telecom#Network Operations#Technical Leadership#Root Cause Analysis#RCA#Customer Communication#Crisis Management#Process Improvement
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Företag

Ericsson

Publicerade jobb

för 6 timmar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Noida, India

Kvalifikation

Kandidatexamen

Sökande

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