About this opportunity:
The Incident Manager is responsible for managing end-to-end incident lifecycle activities to ensure timely restoration of services with minimum business impact. The role includes coordination of technical teams, stakeholder communication, escalation management, and driving service recovery during critical and major incidents.
Additionally, the role is expected to possess Recovery Lead competence to technically drive restoration activities, coordinate troubleshooting efforts, and support technical decision-making during high-impact incidents.
What you will do:
Incident Management
- Manage end-to-end incident lifecycle from detection to closure.
- Lead bridge calls during Critical/Major incidents.
- Ensure timely engagement of support teams based on impact and severity.
- Drive restoration activities within defined SLA timelines.
- Track and manage incident escalations through appropriate escalation matrix.
- Ensure timely customer and stakeholder communication during incidents.
- Maintain accurate incident timeline, updates, and documentation.
- Ensure proper ticket categorization, prioritization, and ownership tracking.
- Coordinate with FO, BO, Infra, Cloud, Application, DB, Security, and Vendor teams.
Recovery Lead Responsibilities
- Technically drive recovery efforts during major outages.
- Coordinate troubleshooting activities across technical teams.
- Analyze logs, alarms, dashboards, and monitoring tools for faster resolution.
- Validate workaround and recovery actions before implementation.Support root cause identification and recovery planning.
- Drive service restoration with focus on minimizing MTTR.
- Assist teams in identifying dependencies and recovery risks.
- Ensure stability validation post restoration.
Operational Responsibilities
- Conduct Major Incident Reviews / PIR sessions.
- Identify monitoring gaps and preventive improvement actions.
- Ensure incident management process adherence.
- Track recurring incidents and initiate Problem Management where required.
- Support operational excellence initiatives to improve MTTR and SLA compliance.
- Drive continuous improvement in monitoring, escalation, and recovery processes.
Technical Competence Required
- Good understanding of Incident Management lifecycle.
- Hands-on understanding of:
- Linux/Unix
- Kubernetes/OpenShift
- Cloud platforms (AWS/Azure)
- Application troubleshooting
- Database basics (Oracle/Postgres/MySQL)
- Monitoring tools (Grafana, Prometheus, OneFM, Splunk)
- Networking basics
- Ability to analyze logs and dashboards during outages.
- Understanding of production support environments and high availability systems.
Required Skills
Functional Skills
- Incident Management
- Major Incident Handling
- Recovery Coordination/Stakeholder Management
- Escalation Management
- Service Restoration
- SLA Management & Root Cause Analysis
Soft Skills
- Strong communication skills
- Leadership during crisis situations
- Decision making under pressure
- Analytical and troubleshooting mindset
- Coordination and collaboration skills
- Customer handling capability
Preferred Certifications
- ITIL Foundation / ITIL Intermediate
- Cloud certifications (AWS/Azure)
- RHCSA / Linux certification
- Kubernetes/OpenShift knowledge
- DevOps/Monitoring certifications
Key KPIs
- MTTR (Mean Time To Restore)
- SLA Achievement %
- Escalation Handling Efficiency
- Major Incident Restoration Time
- Customer Communication Compliance
- Reduction in Repeated Incidents
Experience
- Qualification: B. Tech / B.E or equivalent
- 5-10 years of experience in Production Support / NOC / Incident Management / Operations.
- Experience in handling Critical and Major incidents in enterprise production environments.
- Experience working with cross-functional technical teams and customer stakeholders.
Preferred Industry Experience
- Telecom
- Mobile Financial Services (MFS)
- Banking/Payments
- Cloud Operations
All academic credentials must be from recognized and accredited institutions and are further subject to verification
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: 786217
Skills Required
- Understanding of Incident Management lifecycle
- Lead bridge calls and handle Critical/Major incidents
- Recovery Lead competence to drive technical restoration activities
- Hands-on Linux/Unix knowledge
- Kubernetes / OpenShift experience
- Cloud platform experience (AWS or Azure)
- Application troubleshooting experience
- Database basics (Oracle, Postgres, MySQL)
- Experience with monitoring tools (Grafana, Prometheus, OneFM, Splunk)
- Networking basics
- 5-10 years in Production Support / NOC / Incident Management / Operations
- B.Tech / B.E or equivalent qualification
- Strong communication, leadership in crisis, decision-making, coordination and customer handling skills
- ITIL Foundation, Cloud, RHCSA, Kubernetes or DevOps/monitoring certifications
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health options are positioned as core benefits with multiple plan choices in key markets. Official materials explicitly emphasize healthcare breadth as part of “Life at Ericsson.”
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Retirement Support — 401(k) with employer matching in the U.S., pensions in some regions, and broad access to an ESPP indicate strong long‑term financial support. Company filings and AGM materials describe share programs and post‑employment benefits as ongoing pillars of the package.
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Leave & Time Off Breadth — Paid time off, sick leave, holidays, and paid volunteer time are highlighted alongside generous parental leave in various locations. Time‑off entitlements are presented as a strong component of the total rewards offering.
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.
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