Incident Manager

Job Description

Date: Jul 16, 2019

Ericsson

We are on the brink of the Networked Society - a technology revolution that will change the world for good through instant global connections and expanded freedom and opportunity.

Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Headquartered in Stockholm – Sweden, Ericsson is a publicly listed company with more than 115,000 employees.

Come and discover what makes YOU + ERICSSON a powerful combination

The team

You will be part of the Real Time Operations (RTO) team based out of our offices in Reading. Working as part of one of the 4 shift teams within the RTO you will provide round the clock support for customers networks and services ensuring effective incident management and communications of events affecting the availability and performance of the service. The team is very much at the sharp end of the delivery so the ability to deal with a rapidly changing environment and juggle multiple tasks is essential.  

Your job:

As an Incident Manager you will be responsible for managing key incidents ensuring that the right resources, actions and plans are in place to restore service as quickly as possible. Looking out for potential obstacles and finding ways to work around them or ensuring that the right escalations have made to overcome them will be part and parcel of every day activity.

Given the nature and importance of the services and networks you will need to ensure that you provide clear communication to both the external customers and internal stakeholders on the impact to service and the progress being made to restore service.

Whilst the role is very match very reactive you will you will play an important part in driving improvements in the way we deliver the service providing insight into the problem management team on things which impacted our ability to restoration the service.

Experience:

  • Proven experience in managing incidents which are both time and service critical. You should be able to demonstrate the key elements and behaviours required to successfully manage the end to end life cycle of the Incident.
  • Proven experience in managing customers and stakeholders providing clear and concise information relating to the incident.
  • Proven experience in creating post incident reports capturing the key milestones and events and highlighting issues which impacted service/fault restoration.
  • Ability to prioritise your work and that of others based on the importance to the service and customer.
  • Ideally you should be Security cleared to SC level or be prepared to go through the clearance process.
  • Have relevant ICT industry experience.

 

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

 

Primary country and city: United Kingdom (GB) || || Reading || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 285837