Incident Manager

Ericsson; New Delhi; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Ericsson is seeking an Incident Manager to oversee changes in customer infrastructure, ensure methodical implementation with minimal service impact, and coordinate cross-functional teams 24x7. The role focuses on risk mitigation, timely communications, and maintaining accurate incident documentation.

The candidate should bring ITIL/eTOM knowledge, strong leadership and the ability to travel internationally, with 4+ years in telecom/IT and familiarity with Ericsson product areas.

Qualifications

• 4+ years of telecom or IT industry experience.
• Knowledge of ITIL, eTOM or related service management frameworks.
• Knowledge of WLA (Working Level Agreement) for customers.
• Strong sense of urgency, responsibility and ability to work under pressure.
• Strong leadership and communication skills.
• Familiarity with Ericsson domains (BSS, Service Layer, Core, Access) and related vendors.
• High-level network topology knowledge (GSM, WCDMA, LTE).
• Willingness to travel internationally.
• Credential verification of academic credentials from recognized institutions.

Responsibilities

• Oversee 24x7 incident management to minimize service disruption and restore services quickly.
• Coordinate cross-departmental actions during incidents and maintain effective communication with stakeholders.
• Create and execute action/backup plans within SLA.
• Publish updates and incident reports to internal and external parties.
• Maintain up-to-date technical documents, diagrams and procedures in repositories.
• Support problem management activities and assist the Problem Manager in root cause analysis.
• Document and publish activities in handover tools and shift reports.
• Adhere to Ericsson business continuity procedures and contingency plans.
• Attend governance meetings with stakeholders and other teams.

Skills

4+ years of telecom/IT experience

Leadership

Communication

Urgency under pressure

Travel readiness

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 have 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.

What happens once you apply? 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, thats 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.