Incident Manager

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

Job summary

Ericsson AB in Noida, India, is seeking an experienced Incident Manager to own end-to-end management of critical incidents and drive timely service restoration in a 24x7 environment. You will coordinate L1/L2/L3 teams, handle escalations, and serve as the primary contact for customers and stakeholders.

Strong ITIL knowledge and 5–10 years of relevant experience are required. The role emphasizes leadership, analytical thinking, and the ability to perform under pressure in a telecom/IT setting.

Qualifications

• 5–10 years of experience in Incident Management or Service Operations within Telecom/IT domains.
• Strong understanding of IP networks and network operations.
• Experience handling Sev1/Sev2 incidents and cross-functional teams.
• Excellent communication, leadership, analytical, and decision-making skills.

Responsibilities

• Own and drive end-to-end management of critical and major incidents.
• Lead technical and management bridges, coordinating L1, L2, L3, and cross-functional teams.
• Drive incident resolution, escalations, and timely service restoration within SLAs.
• Act as the single point of contact for customer and management communications.
• Contribute to Major Incident Reports, RCA, and continuous improvement.

Skills

Incident Management

ITIL

Leadership

Communication

Decision Making

Education

B.E./B.Tech or equivalent

Job description

Join our TeamAbout this opportunity:Join Ericsson’s Global Network Operations Centre (GNOC) as an Incident Manager, responsible for leading critical and major incidents (Sev1/Sev2), ensuring timely service restoration, SLA adherence, and minimal customer impact.What you will do:Own and drive end-to-end management of critical and major incidents.Lead technical and management bridges, coordinating L1, L2, L3, and cross-functional teams.Drive incident resolution, escalations, and timely service restoration within SLAs.Act as the single point of contact for customer and management communications.Ensure accurate incident updates, stakeholder engagement, and service recovery confirmation.Contribute to Major Incident Reports (MIR), RCA, and continuous improvement.The skills you bring:5–10 years of experience in Incident Management or Service Operations within Telecom/IT domains.B.E./B.Tech or equivalent qualification.Strong understanding of IP networks and network operations.Experience handling Sev1/Sev2 incidents, technical escalations, and cross-functional teams.Knowledge of ITIL Incident Management; ITIL certification preferred.Excellent communication, leadership, analytical, and decision-making skills.Strong customer focus and ability to perform under pressure in a 24×7 shift environment.“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) || NoidaReq ID: 793733