Incident Manager MS IT

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

Job summary

Ericsson GmbH in Dubai is seeking an experienced IT/Telecom Operations professional responsible for incident management, major incidents, and L1 monitoring in 24/7 production environments.

You will act as onsite focal point, coordinate offshore teams, manage escalations, report on SLA/KPIs, and drive continuous service improvement through collaboration with technical and business stakeholders.

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.
• 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.

Responsibilities

• Lead and coordinate Incident Management and L1 Monitoring Operations.
• Manage major 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 RCA follow-up.
• Coordinate with technical teams to resolve operational and service-impacting issues.
• Monitor 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.

Skills

Incident Management

L1 Monitoring

Offshore Coordination

ITIL Processes

Stakeholder Management

Troubleshooting

Production Support

SLA/KPI Management

Education

Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field

Tools

HPSM

OBM

Nagios

AppDynamics

Job description

Join our Team

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.

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