About this opportunity:
We are in search of a dynamic Incident Manager to join our ranks. The core purpose of this role is to oversee the implementation of changes within our customer infrastructure. This involves ensuring that any necessary modifications are methodologically carried out, adhering to standard procedures, therefore minimizing or eliminating any impact on our customer services.
What you will do:
- Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
- Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
- Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
- Ensure timely communication / information flow towards internal & external stakeholders
- Ensure that all required resources (resources, accounts, equipment) are available and up to date.
- Setting up of Technical & Management Bridge to facilitate communication during incidents.
- Manage and coordinate the escalated requests from MSIP OA, COM and internal stakeholders.
- Deliver accurate post incident reports within the agreed OLAs.
- Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
- Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
- Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.
- Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.
- Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.
- Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams.
The skills you bring:
- Minimum of 4 years' experience from Telecom or IT Industry. Previous IM experience in similar positions it's a plus.
- The candidate should have knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle.
- The candidate should have knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
- The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.
- The candidate should have strong skills in leadership and communication
- The candidate should have knowledge of Ericsson: BSS, Service Layer, Core, Access - Service views and other vendors equipment where applicable
- The candidate should have high level Network Topology skills (GSM, WCDMA, LTE, IT, etc).
- The candidate should have knowledge of Infrastructure and customer tools connected to delivery.
- Availability to travel abroad.
Top Skills
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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