Incident Managment

6 months ago

Noida, India Ericsson Full time

**About this opportunity**:
This job role is responsible for the coordination, support, management and execution of reactive maintenance activities to ensure the services provided to customers are continuously available and performing to Service Level Agreement performance levels
- We believe in taking decisions as close to the product and technical expertise as possible.
- We believe in creativity - trying new things and **learning from our mistakes**.

**What you will do **:

- To handle Incidents 24X7 and ensure mínimal disruption to the service.
- Setting up and driving the Technical & Management Bridge
- Verification of Notification messages to ensure completeness & correctness of the information being sent to the customer.
- To ensure that any required support staff & vital resources (facilities, equipment, systems, etc.) are available, involved and focused in restoral of the system.
- Incident Manager is responsible for execution of the Critical issue Decision Point discussion and decision.
- Participate in the writing of the Event Report and/or RCA.
- To recovery is proceeding in a timely and efficient manner.
- Ensure that the proper Local Support staff is participating in the Event.
- Resolve if the Event is properly classified as an Emergency and takes appropriate actions.
- Update management on the progress of the recovery, as required.
- Initiate management issues as vital.
- Manage the information distributed in the periodic Event News and on the conference, bridges established for communications during the event.
- Interfaces that extend outside the normal support area of responsibilities (e.g., 3PP, PLM, Small Competence Centre’s).
- Assure that the technical staff is aware of how to locate site specific information, e.g., remote access details, installed base data, etc. Assist with acquisition of same if vital.

**Responsible to increase the Change perception**:

- Acting as single POC for any query related to ongoing incident/s.
- Authorized relevant technical teams for raising the issue towards next level.
- Prior to recovery team sign off, ensuring service confirmation from stakeholders.
- Remains open minded when approaching problems, considering all inputs and available alternatives before making decisions.
- Ability to remain calm and focused under very stressful situations.
- Has a level of customer service skills vital to handle diverse customer reactions.
- Must be aware of and be able to convey issues of customer/market diversity to the recovery team.

**You will bring**:

- Functional Skills: Excellent analytical, customer & critical issue handling and service delivery skills.
- Solid communication and presentation skills and share knowledge.
- Good knowledge of Managed Services setups, MSTOP and Technical Operations.
- Good financial understanding and cost awareness.
- Good in People and Process Management and leadership skills.
- Good command in English and local language.
- Values and behaviours Pro-active and able to handled work load.

Key Qualification:

- Qualifications: B-Tech/ B.E or equivalent
- Years of experience: More than 8 years trouble shooting experience in a Telecom domain
- Certifications: Preferred
- ITILV3 foundation, ITIL Service Transition
- The Incident Manager must be fluent in use of the English language.

**Why join Ericsson?**:
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and inspiration 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?**:
Click Here to find all you need to know about what our typical hiring process looks like.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city: India (IN) || India : Uttar Pradesh : Noida
Job details: Emergency Management Job Stage:

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