Incident Response Coordinator

1 day ago


Bengaluru, Karnataka, India Ericsson Full time
Job Summary

We are seeking a skilled Incident Response Coordinator to join our team. As an Incident Response Coordinator, you will play a critical role in ensuring minimal disruption to our services and fast service restoration.

About this Opportunity

This is a fantastic chance to use your skills and experience to make a real impact at Ericsson. You will be part of a diverse team of innovators who are passionate about solving complex problems and pushing the boundaries of what is possible.

Key Responsibilities
  • 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)
Requirements
  • 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 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 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.

We estimate the salary for this position to be around $90,000 - $120,000 per year, depending on experience and location.



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