About this Opportunity:
We are seeking an experienced Incident Manager to join our Global Network Operations Center (GNOC) team. In this critical role, you will be responsible for managing incidents across all customers, particularly handling high-severity (Severity 1) outages. You will ensure the timely and efficient restoration of services within agreed service-level agreements (SLAs) and collaborate with cross-functional teams to minimize network disruptions.
What You Will Do:• Incident Management (24x7): Lead and manage high-severity incidents, ensuring minimal disruption and rapid recovery.• Technical & Management Coordination: Set up and drive Technical & Management Bridges for effective communication during emergency events.• Resource Mobilization: Ensure necessary resources (staff, systems, facilities) are engaged and focused on restoring service.• Escalation Handling: Lead escalation discussions and ensure the timely execution of escalation decisions during critical incidents.• Reporting & RCA: Contribute to writing Event Reports and Root Cause Analyses (RCAs) for incidents.• Customer Communication: Maintain clear communication with customers and management about incident status and progress.• Crisis Management: Guide the team through high-pressure situations while balancing service restoration and data collection for investigation purposes.• Collaboration with Global Teams: Work with local support staff, third-party vendors, and other teams to ensure the effective resolution of incidents.• Continuous Improvement: Assist in identifying and implementing process improvements to reduce incident occurrence and impact.
The Skills You Bring:• Incident Management Expertise: Proven experience managing incidents in a telecom or network operations environment (4-10 years).• Technical Leadership: Strong ability to lead and manage technical teams under pressure.• Problem Solving: Capable of troubleshooting complex technical issues while ensuring service recovery.• Telecom Knowledge: In-depth understanding of telecom systems and network infrastructure (Ericsson experience is a plus).• Calm Under Pressure: Ability to stay calm and focused in high-stress situations, with a solution-oriented approach.• Customer Service Skills: Demonstrated ability to handle aggressive or disruptive customer reactions with professionalism.• Communication Skills: Fluent in English, with strong written and verbal communication abilities.• Escalation & Crisis Management: Skilled in handling escalations and managing political dynamics in high-stakes scenarios.• Engineering Background: An engineering degree or equivalent technical qualification.
Skills Required
- 4-10 years managing incidents in a telecom or network operations environment
- Proven ability to lead and manage technical teams under pressure
- Troubleshoot complex technical issues to ensure service recovery
- In-depth understanding of telecom systems and network infrastructure
- Experience with Ericsson (preferred)
- Ability to remain calm and solution-oriented in high-stress situations
- Strong customer service skills, including handling difficult customer interactions professionally
- Fluent written and verbal English communication skills
- Experience with escalation and crisis management
- Engineering degree or equivalent technical qualification
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage includes employer‑verified medical, dental, and vision plans, along with HSAs/FSAs and EAP/mental‑health support. Wellbeing initiatives are highlighted as part of Life at Ericsson.
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Retirement Support — Retirement programs include a 401(k) with company matching that is employer‑verified, with mentions of match levels varying by time and team and pension support in some regions. This is frequently cited as a solid pillar of the package.
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Parental & Family Support — Paid parental leave is described as competitive in many U.S. postings, with examples up to 16 weeks maternity and 6 weeks parental/adoption at 100% pay. Family‑friendly policies and return‑to‑work support are also called out.
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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