Incident Manager

Join our Team
About this opportunity
At Ericsson, you can be a game changer! Because working here isn't just a deal. It's a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society's most complicated challenges, enabling you to be 'the person that did that.' We've never had a greater opportunity to inspire change; setting the bar for technology to be inclusive and accessible; empowering a thoughtful, sustainable, and connected world.
What you will do

• 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).
• Always remain available during the designated shift and/or roster period.

You will bring

• 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 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) || Noida
Req ID: 782313