Incident Manager

About this opportunity:

Join us as an Emergency Management Specialist at Ericsson, where we aim towards effectively preventing and minimizing the impact of incidents. You will play a critical role in investigating potential reoccurrences, classifying problems, and developing and implementing preventive actions. Your leadership, planning, and communication skills will drive us towards an effective recovery, improving our emergency support services. We also encourage and value the coaching of others, with opportunities for growth within this ultimate service role.
We are looking for professionals in Incident Management function. This job role within Operations Support group of GSC India manages the process within MSTOP to restore normal service operation as quickly as possible to minimize the impact to business operations & is responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.

What you will do:

Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
Setting up of Technical & Management Bridge to facilitate communication during incidents.
Ensure timely communication / information flow towards internal & external stakeholders
Engage relevant stakeholders & Initiate management and technical escalations when required to protect Ericsson and/or customer interests.
Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
Always remain available during the designated shift and/or roster period.
End to end incident owner.

To be successful in this role, you must have:

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.

Key Qualifications:

Education: Graduate in Computer Science or similar (Regular)

Minimum years of relevant experience: 4 to 5 years into Incident Management.