Incident Manager

Ericsson; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Ericsson is seeking an experienced Incident Manager to join the GNOC in Noida, India. This role focuses on leading high-severity incidents, restoring services within SLAs, and coordinating with cross-functional teams to minimize disruption.

You will manage 24x7 operations, escalate effectively, and contribute to RCAs and event reports while ensuring clear communication with customers and management during incidents.

Qualifications

• 7+ years experience in Incident Management in telecom or network operations.
• Experience handling Severity 1 outages and coordinating cross-functional teams.
• Ability to manage communications with customers and leadership during incidents.

Responsibilities

• Lead and manage high-severity incidents (24x7) to minimize disruption.
• Set up and drive Technical & Management Bridges during emergency events.
• Mobilize resources to restore service and meet SLAs.
• Lead escalation discussions and ensure timely decisions.
• Contribute to Event Reports and RCAs for incidents.
• Maintain clear customer and management communication on incident status.
• Guide team through high-pressure situations balancing restoration and investigation.
• Collaborate with global teams, vendors, and local staff for resolution.
• Identify and implement process improvements to reduce incidents.

Skills

Incident Management

Technical Leadership

Problem Solving

Telecom Knowledge

Communication Skills

Escalation & Crisis Management

Engineering Background

Customer Service

Education

Engineering degree or equivalent

Job description

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.

Join our Team

Join our Team

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

• 7+ years experiece in Incident Management Expertise: Proven experience managing incidents in a telecom or network operations environment (8-15 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.

"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

789549