About This Opportunity
Experienced IT/Telecom Operations professional with strong expertise in Incident Management, Major Incident Handling, and L1 Monitoring Operations within 24/7 production environments. Acts as the onsite focal point for managing and coordinating offshore operational teams, ensuring timely incident resolution, SLA compliance, service availability, and operational excellence.
Key Responsibilities
- Lead and coordinate Incident Management and L1 Monitoring Operations.
- Manage major/critical incidents, ensuring rapid service restoration within SLA targets.
- Conduct incident bridge calls, drive escalations, and provide stakeholder communications.
- Govern alarm/event monitoring, ticket management, troubleshooting, assignment, and escalation activities.
- Ensure effective handling of incidents, recurring issues, and Root Cause Analysis (RCA) follow-up.
- Coordinate with technical teams to resolve operational and service-impacting issues.
- Monitor and improve offshore team performance against SLAs and KPIs.
- Analyze incident trends and recommend process, monitoring, and automation improvements.
- Maintain operational procedures, escalation matrices, and troubleshooting guidelines.
- Support service readiness, knowledge transfer, and continuous service improvement initiatives.
- Prepare operational, SLA, KPI, and incident performance reports.
Required Skills & Experience
- Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field.
- 5+ years of experience in IT/Telecom Operations, NOC, SOC, Service Operations, or Incident Management.
- Strong experience managing Major Incidents and production support environments.
- Hands-on knowledge of L1 monitoring, event/alarm management, ticketing, and escalation processes.
- Experience coordinating offshore operations teams.
- Strong understanding of ITIL Incident, Problem, and Change Management practices.
- Experience with HPSM, OBM, Nagios, and AppDynamics.
- Knowledge of infrastructure, applications, servers, networking, virtualization, and cloud technologies.
- Strong analytical, troubleshooting, stakeholder management, and communication skills.
- Ability to work under pressure and manage multiple priorities in a 24/7 environment.
Preferred Qualifications
- ITIL Foundation certification or higher.
- Experience in Telecom Managed Services.
- Knowledge of automation, AIOps, cloud platforms, containers, and Kubernetes.
- Understanding of networking technologies such as routers, switches, firewalls, and load balancers.
- Experience with SLA/KPI reporting, Problem Management, RCA, and continuous improvement programs.
Core Competencies: Major Incident Management, Service Operations, L1 Monitoring, ITIL, SLA/KPI Management, RCA, Offshore Team Coordination, Production Support, Customer Management, Operational Excellence, and Continuous Improvement.
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: United Arab Emirates (AE) || Dubai
Req ID: 788276
Skills Required
- Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field
- 5+ years of experience in IT/Telecom Operations, NOC, SOC, Service Operations, or Incident Management
- Strong experience managing Major Incidents and production support environments
- Hands-on knowledge of L1 monitoring, event/alarm management, ticketing, and escalation processes
- Experience coordinating offshore operations teams
- Strong understanding of ITIL Incident, Problem, and Change Management practices
- Experience with HPSM, OBM, Nagios, and AppDynamics
- Knowledge of infrastructure, applications, servers, networking, virtualization, and cloud technologies
- Strong analytical, troubleshooting, stakeholder management, and communication skills
- Ability to work under pressure and manage multiple priorities in a 24/7 environment
- ITIL Foundation certification or higher
- Experience in Telecom Managed Services
- Knowledge of automation, AIOps, cloud platforms, containers, and Kubernetes
- Understanding of networking technologies such as routers, switches, firewalls, and load balancers
- Experience with SLA/KPI reporting, Problem Management, RCA, and continuous improvement programs
What the Team is Saying
.png)
.png)
Ericsson Compensation & Benefits Highlights
-
Healthcare Strength — Health coverage options are described as broad, with multiple medical plan choices (often three) plus dental and mental health resources. U.S. materials also reference PPO and HDHP options, and some teams contribute to HSAs.
-
Retirement Support — U.S. postings outline a 401(k) with an automatic 3% company contribution plus matching that reaches 4% when employees contribute 5%. This combination is repeatedly listed in role postings and characterized as strong for the sector.
-
Parental & Family Support — U.S. job descriptions frequently cite up to 16 weeks paid maternity leave and 6 weeks paid parental/adoption leave at 100% pay. These benefits are positioned as exceeding many U.S. corporate policies.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
Gallery
Ericsson Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.
