Incident Manager

Ericsson; Delhi Cantonment; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Ericsson India is seeking an experienced Incident Manager to oversee critical changes in customer infrastructure and drive restoration within SLA. The role focuses on coordinating cross-functional teams, maintaining incident response maturity, and ensuring robust communication with stakeholders across the business.

You will work 24x7 in a fast-paced telecom/IT environment, implement continuity procedures, maintain technical documentation, and contribute to problem management while traveling as

Qualifications

• Minimum 4 years’ experience in telecom or IT.
• Knowledge of ITIL, eTOM or other service mgmt frameworks.
• Knowledge of WLA for customers.
• Strong sense of urgency, able to work under pressure.
• Strong leadership and communication skills.
• Knowledge of Ericsson components (BSS, Service Layer, Core, Access).
• High-level network topology knowledge (GSM, WCDMA, LTE).
• Familiarity with infrastructure and delivery tools.
• Willingness to travel abroad.

Responsibilities

• Manage incidents 24x7 ensuring minimal disruption.
• Coordinate across departments during incidents.
• Create and focus on restoration plans within SLA.
• Communicate with internal and external stakeholders.
• Ensure resources and accounts are available and up to date.
• Set up technical and management bridge for comms.
• Coordinate escalated requests from MSIP OA, COM and others.
• Deliver post-incident reports within OLAs.
• Maintain repositories with up-to-date docs and diagrams.
• Attend trainings to enhance technical and soft skills.
• Promote problem management in 1st and 2nd line assurance.
• Publish ongoing activities in Hand Over tools and provide shift input.
• Implement Ericsson continuity procedures and contingency plans.
• Participate in operational or governance meetings.

Skills

4+ years telecom/IT

ITIL

WLA

Leadership

Communication

Ericsson know-how

Network topology

Infra tools

Travel

Tools

Eridoc

EriColl

Job description

Job Description

Join our Team

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.

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.

Equal Opportunity Employer

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)