Incident Manager
1 month ago
About this opportunity:
Manage incidents 24X7 and ensure minimal disruption to services and fast service restoration.
Setting up of Technical and Management Bridge to facilitate communication during incidents.
Timely communication / information flow towards internal and external stakeholders.
Engage relevant stakeholders and initiate management and technical escalations when required to protect Ericsson and/or customer interests.
Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
Key responsibilities:
• Log all incident details, allocating approved categorization and prioritization.
• Keep users and stakeholders informed about their incident status at agreed intervals.
• Associate incidents with other records (i.e) changes, problems, repetitive incidents etc.
• 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 define in MSTOP).
• Always remain available during the designated shift and/or roster period.
• End to End incident owner.
The skills you bring:
• Negotiation skills.
• Service Delivery Models and Strategy expertise.
• Emergency handling expertise.
• Knowledge Sharing and Collaboration Skills.
• Coaching and Mentoring.
• Emergency Recovery skills.
• EBP (Ericsson Business Process and Finance Processes) knowledge.
• Ericsson Portfolio knowledge.
Key Qualification:
• Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom).
• Experience: 4-8 years.
Why choose Ericsson?
At Ericsson, you’ll have an outstanding opportunity to use your skills and imagination to push the boundaries of what’s possible. To build solutions never seen before 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.
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