Incident Manager MS IT

Ericsson; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Ericsson in Dubai seeks an experienced IT/Telecom Operations professional to lead Incident Management and L1 Monitoring in a 24/7 production environment. You will coordinate offshore teams, drive timely incident resolution, and ensure SLA compliance and service availability.

You will apply ITIL practices, manage major incidents, and mentor teams in monitoring, escalation, and RCA follow-up while reporting on operational metrics.

Qualifications

• Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field.
• 5+ years of 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.

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.
• Monitor and control alarm/event monitoring, ticket management, troubleshooting, escalation.
• Coordinate with technical teams to resolve operational issues and ensure service availability.
• Prepare operational, SLA, KPI, and incident performance reports.

Skills

Incident Management

L1 Monitoring

Offshore Coordination

ITIL

Nagios

AppDynamics

HPSM

Cloud & Virtualization

Kubernetes

Analytical Skills

Education

Bachelor's degree

Tools

HPSM

OBM

Nagios

AppDynamics

Job description

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.

Primary country and city:

United Arab Emirates (AE) || Dubai

Req ID:

788276