Incident Manager

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About this opportunity:

The Incident Manager is responsible for ensuring effective restoration of services during emergencies. The Incident Manager remains actively involved in the incident lifecycle until resolution, or until it is mutually agreed with MSDM/MSCLT that their involvement is no longer required.

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 Notification messages to ensure completeness & correctness of the information being sent to the customer.
• On any emergency event the Incident Manager is responsible to ensure that any required support staff & necessary resources (facilities, equipment, systems, etc.) are available, involved and focused in restoral of the system.
• 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 or MIR.
• 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.
• 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.
• Utilising the Incident Manager Checklist, assures that all required actions of emergency handling are accomplished.
• End to end incident ownership.
• Authority
• Driving technical bridge till trouble ticket restoration or closure.
• Acting as single POC for any query related to ongoing incident/s.
• Leading the recovery from front and ensure all processes followed end to end.
• Authorized relevant technical teams for raising the issue towards next level.
• Prior to recovery team sign off, ensuring service confirmation from stake holders.
• Candidate Prerequisites/Expected Experience
• Qualification: B.Tech / B.E or equivalent
• Experience: Minimum 3+ years in troubleshooting within Telecom, Mobile Finance, Wallet, or IT domains
• Certifications (Preferred): ITIL V3 Foundation, ITIL Service Transition
• Strong communication skills with fluency in English
• High Level technical experience of Linux and DevOps
• Proven ability to lead and manage technical teams
• Ability to identify and engage appropriate support specialists
• Capability to balance rapid restoration with effective data collection for RCA
• High-level understanding of IP networks and device/node connectivity
• Strong analytical and decision-making skills
• Ability to remain calm and effective under high-pressure situations
• Customer-focused mindset with strong stakeholder handling skills
• Behavioural competences
• Working with People
• Adhering to Principles & Values
• Leading & Supervising
• Adapting & Responding to Change
  
  

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?Click Here 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, 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) || Noida

Req ID: 783794

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