Incident Manager
1 week ago
Job Description
Join our Team
About this opportunity:
Join us as an Emergency Management Specialist at Ericsson, where we aim towards effectively preventing and minimizing the impact of incidents. You will play a critical role in investigating potential reoccurrences, classifying problems, and developing and implementing preventive actions. Your leadership, planning, and communication skills will drive us towards an effective recovery, improving our emergency support services. We also encourage and value the coaching of others, with opportunities for growth within this ultimate service role.
What You Will Do
Manage Incidents 24x7 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 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.
Bring up critical outages to Problem Manager after restoration for RCA (As defined in MSTOP).
Always remain available during the designated shift and/or roster period.
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 solid sense of urgency and take responsibility and be able to work under pressure.
The candidate should have solid skills in leadership and communication.
Why join Ericsson
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll 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.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion 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 Employer. learn more.
Primary country and city: India (IN) || Noida
Req ID: 773932
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