Incident Manager

Technology
Uttar Pradesh, Noida, India
January 17, 2023

Job Overview

Job Description


About this opportunity

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.

  • We believe in trust – we trust each other to do the right things!
  • We believe in creativity – trying new things and learning from our mistakes.

What you will do

  • Manage Incidents 24×7 and ensure minimal disruption to the service and fast service restoration
  • Setting up of Technical & Management Bridge to facilitate communication during incidents.
  • Ensure timely communication / information flow towards internal & external stakeholders
  • Engage relevant stakeholders & Initiate management and technical critical issues when required to protect Ericsson and/or customer interests.
  • Ensure RT adopts optimal attitude which balances best path to resolution and protection of customer interests.
  • Log all Incident details, allocating approved categorization and prioritization.
  • Keep users informed about their Incidents’ status at agreed intervals.
  • Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
  • Provide first-line investigation and diagnosis of all Incidents via major incident report.
  • Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
  • Escalate critical outages to Problem Manager after restoration for RCA (As defined in MSTOP).
  • Always remain available during the designated shift and/or roster period.
  • End to end incident owner.

You will bring

  • Minimum of 4 years’ experience from Telecom or IT Industry. Previous IM experience in similar positions it’s a plus.
  • Understanding of generic telecom applications like BSCS(Billing System), IN(Charging System), Provisioning, CRM, ERP, Mediation, DWH, VAS.
  • The candidate should have knowledge of ITIL or other industry practices related to Service Management and Lifecycle.
  • The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.
  • The candidate should have strong skills in leadership and communication.

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. 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 and Affirmative Action employer, learn more.

Primary country and city:  India (IN)   ||  India : Uttar Pradesh : Noida  
Req ID: 705620  


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