Service management SME

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About this opportunity:
Automated Operations Team is now looking for professionals in Incident Management function. The candidate will be responsible for managing all incidents that occur in the customer network, resulting in impact or degradation of services provided to consumers & is responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. They will own the end-to-end lifecycle of the incident, from creation to closure. Kindly share suitable profiles for consideration.

What you will do:

• Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration.
• Direct interaction with the end customer during the handling of every incident.
• Preparing daily and weekly incident reports.
• 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 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.
• Log all Incident details, allocating approved categorization and prioritization.
• Keep customer informed about their Incidents' status at agreed intervals.
• Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
• Provide initial investigation and diagnosis of all Incidents via RFO.
• 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.

The skills you bring:

• Strong knowledge of ITIL framework, especially Incident, Problem, and Change Management.
• Proven experience leading Major Incidents (P1/P2) in fast-paced environments.
• Ability to coordinate cross-functional technical teams during high-severity outages.
• Expertise with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy.
• Solid understanding of IT infrastructure components (network, cloud, servers, applications, databases).
• Excellent communication skills capable of delivering clear, concise updates to stakeholders and executives.
• Ability to manage incident bridges, drive action, and maintain control under pressure.
• Experience performing root cause analysis (RCA) and preparing detailed post-incident reports.
• Strong analytical skills with the ability to identify patterns and recurring issues.
• Ability to make quick, informed decisions during crisis situations.
• Skilled at prioritization and triage in high-volume or high-pressure environments.
• Familiarity with SLAs, OLAs, and service delivery performance metrics.
• Strong leadership with the ability to influence without authority.
• Excellent stakeholder management and conflict-resolution skills.
• Experience improving or maintaining incident management processes and workflows.
• High emotional intelligence and ability to stay calm, focused, and organized during incidents.

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 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.

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) ||

Req ID:
776944