Service Monitoring Engineer

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About this opportunity
We are now looking for a Service Monitoring Engineer to join our Network Operations team at Ericsson. In this role, you will be part of a global operations environment ensuring network stability, performance, and customer satisfaction through jeopardy management of the incidents.
You will play a key role in tracking, and driving timely closure of incidents, service requests, and operational tasks to ensure network availability is maintained at the target levels. This will require coordination with the Field, 3PP & Internal Ericsson team. This position provides an exciting opportunity to work with diverse network technologies while contributing to Ericsson's vision of a fully connected, intelligent world.
What you will do• Continuously track incidents, service tickets, and operational activities.• Conduct regular follow-ups with responsible teams to ensure progress towards timely closure.• Initiate recovery actions when timelines slip or risk indicators arise.• Validate updates and ensure all incidents have clear actions, owners, and deadlines.• Responsible for delivering the necessary reports required for the Jeopardy Management of the incidents & as defined and requested by customer.• Apply the defined escalation matrix based on severity, impact, and aging of incidents.• Ensure adherence to jeopardy management policies, workflows, and SLAs.• Provide regular status updates to stakeholders regarding jeopardy items and escalated issues.• Prepare incident summary reports, escalation logs, and closure metrics for leadership review.• Track and report KPIs such as aging incidents, SLA compliance, escalation count, and closure rate & blockers/reasons for slow progression.• Maintain dashboards or trackers that highlight jeopardy status and follow-up progress.• Support audit requirements with proper documentation and data accuracy.• Assist in identifying and implementing process improvements to reduce incident occurrence and impact.•
The skills you bring• 2-6 years of experience in Network Operations / Alarm Monitoring in a telecom or IT network environment.• Strong understanding of general network technologies and concepts across access, transport, and IP domains (vendor-agnostic).• Hands-on experience with Ericsson OSS/NMS tools or other multi-vendor management systems (e.g., Netcool, HP OpenView, SolarWinds, etc.).• Knowledge of fault management processes, ITIL best practices, and SLA-driven operational models.• Strong analytical and problem-solving skills, with the ability to quickly interpret incidents and determine probable actions needed to resolve the same.
• Excellent communication and coordination skills for effective collaboration across global teams.• Fluent in English, with strong written and verbal communication abilities.• Skilled in handling escalations and managing political dynamics in high-stakes scenarios.• Hands on analytical tools like MS Excel, MS Power Point, MS Power Bi.• Ability to work in a 24x7 shift environment (rotational shifts, weekends, and holidays).• Bachelor's degree in Telecommunications, Electronics, Computer Science, or equivalent.