Senior Engineer-Incident Management

About this opportunity
Incident Manager is a key position residing in GNOC who is performing the critical role of managing Incidents across all customers. Incident manager handles the severity 1 outages aggressively and ensure that the restoration is done within the Service level agreement with the customer.
The primary focus of the IM is to assemble a team of specialists and to focus them on a prompt recovery of the system. This is to be done without unreasonably impeding data collection for investigation whilst minimizing any impact to the customer s network.
What you will do
To manage Incidents 24X7 and ensure minimal disruption to the service.
Setting up and driving the Technical Management Bridge.
Verification of MIN\Notification messages to ensure completeness correctness of the information being sent to the customer.
On any emergency event, the Incident Manager is responsible for execution of the Escalation Decision Point discussion and decision.
Participate in the writing of the Event Report and/or RCA.
Ensure that the recovery is proceeding in a timely and efficient manner.
Ensure that the proper Local Support staff is participating in the Event.
Determine if the Event is properly classified as an Emergency and takes appropriate actions.
Update management on the progress of the recovery, as required.
You will bring
Assist the MSDM in handling any political issues with regards to the event, thus allowing the technical specialists to focus on technical matters.
Initiate management escalations as necessary.
Manage the information distributed in the periodic Event News and on the conference, bridges established for communications during the event.
Manage any interfaces that extend outside the normal support area of responsibilities (e.g., 3PP, PLM, Small Competence Centers).
Assure that the technical staff is aware of how to locate site specific information, e.g., remote access details, installed base data, etc. Assist with acquisition of same if necessary.
Utilizing the Incident Manager Checklist, assures that all required actions of emergency handling are accomplished.
Key Qualification
Has more than 2+ years trouble shooting experience in a Telecom domain
Engineering degree or equivalent.
The Incident Manager must be fluent in use of the English language.
Telecom product experience/Ericsson experience is an advantage.
Network knowledge
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 never seen before solutions 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.