Incident Manager

Ericsson; Gurugram District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Ericsson is seeking an experienced Incident Manager to oversee changes in customer infrastructure, ensuring minimal impact and adherence to SLAs. The role requires coordinating between multiple departments, creating action plans, and communicating effectively with stakeholders.

The candidate will maintain technical documentation (Eridoc, EriColl), participate in trainings, and support problem management while complying with continuity procedures. Travel abroad is expected where required.

Qualifications

• Minimum 4 years' experience in telecom or IT.
• Knowledge of ITIL, eTOM or other service management frameworks.
• Familiar with Working Level Agreements (WLA) for customers.
• Ability to work under pressure with a strong sense of urgency.
• Strong leadership and communication skills.
• Knowledge of Ericsson BSS, Core, and related infrastructure.
• Willingness to travel abroad.
• Academic credentials from recognized institutions and verification.

Responsibilities

• Manage incidents 24x7 with minimal disruption.
• Coordinate across departments during incidents.
• Create action and back-up plans within SLA.
• Communicate updates to internal and external stakeholders.
• Ensure resources and tools are available and up to date.
• Maintain documentation repositories (Eridoc, EriColl).
• Attend trainings to improve competence.
• Support problem management activities during investigations.
• Publish activities in handover tools and shift reports.
• Follow Ericsson business continuity procedures.
• Attend governance meetings with stakeholders.

Skills

ITIL

eTOM

Incident management

Leadership

Communication

Travel availability

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)