Incident Manager

Ericsson

Location

Noida | India

Job description

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 issues when required to protect Ericsson and/or customer interests.
Ensure RT adopts optimal attitude which balances best path to resolution and protection of customer interests.
Log all Incident details, allocating approved categorization and prioritization.
Keep users informed about their Incidents status at agreed intervals.
Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
Provide first-line investigation and diagnosis of all Incidents via major incident report.
Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
Bring up critical outages to Problem Manager after restoration for RCA (As defined in MSTOP).
Always remain available during the designated shift and/or roster period.

You will bring

Minimum of 4 years experience from Telecom or IT Industry. Previous IM experience in similar positions it s a plus.
Understanding of generic telecom applications like BSCS(Billing System), IN(Charging System), Provisioning, CRM, ERP, Mediation, DWH, VAS.
The candidate should have knowledge of ITIL or other industry practices related to Service Management and Lifecycle.
The candidate should show solid sense of urgency and take responsibility and be able to work under pressure.
The candidate should have solid skills in leadership and communication.

Job tags

Salary