Service management SME

19 hours ago

Noida, Uttar Pradesh, India Ericsson Full time

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. 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. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. learn more. Primary country and city: India (IN) || Req ID: 776944

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