Major Incident Manager
2 days ago
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:
- Lead end-to-end management of major incidents to ensure timely resolution and minimal business disruption.
- Act as the single point of contact (SPOC) for major incidents, coordinating efforts across technical teams, vendors, and third-party service providers.
- Facilitate and chair high-priority incident bridges, engaging appropriate stakeholders and technical experts.
- Communicate incident status, progress, and resolution clearly and effectively to both technical and non-technical stakeholders, including executives.
- Ensure all incident activities are accurately documented in the ITSM tool
- Perform root cause analysis (RCA) post-incident and drive the implementation of corrective and preventive actions.
- Work with Problem Management and other ITIL functions to identify recurring issues and opportunities for service improvement.
- Develop, maintain, and improve incident management policies, processes, and playbooks.
- Provide regular reporting and trend analysis of major incidents to identify patterns and recommend improvements.
- Strong knowledge in ITIL framework and ready to work in 24*7 shift pattern.
The skills you bring:
- Crisis management
- Cross-functional leadership
- Stakeholder communication
- Root cause analysis
- Continuous improvement mindset
- Resilience and decision-making under pressure
Key Qualification:
- Experience: min 10 years, with previous experience in supervision of teams or projects with Estates / Site access management involved
- Bachelor Degree, preferably in Electronics, Telecommunication or equivalent
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) || Bangalore
Req ID: 772898
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