At Ericsson, you can be a game changer! Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to drive change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

Are you in?

Emergency Manager Job stage 4

Job Description

Date: Jan 20, 2020

Our vision and purpose: “Our purpose is to empower an intelligent, sustainable and connected world. For more than a century, we have been putting smart tools in the hands of people in every sector of our society, creating intelligent technologies that drive positive change. We remain committed to this effort, leaving no one behind.” - Börje Ekholm, President and CEO, Ericsson


So..who is Ericsson today and, how does it supports you and the community?

In a world that is increasingly complex, we are on a quest for easy. We are creating game changing technology that is easy to use, adapt and scale, enabling our customers to capture the full value of connectivity.
Find out how our IoT, 5G and automation technology stands ready to unlock a wave of new value



The impact of your role at Ericsson :

We are now looking for an Incident Manager that will make sure that all incidents are resolved as fast as possible, taking into full consideration the severity of the incident and the WLA requirements.

This person will ensure proper focus on the incident resolution is not taken away by non-incident related activities and communication flow is effectively managed allowing Ericsson and the customer to make informed business decisions. He/she should also make sure that the correct solution or most efficient work around for minimizing the negative impact on the customer's services is applied and overall business risk is minimized


You will also:

  • Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
  • Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
  • Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
  • Ensure timely communication / information flow towards internal & external stakeholders
  • Ensure that all required resources (resources, accounts, equipment) are available and up to date.
  • Setting up of Technical & Management Bridge to facilitate communication during incidents.
  • Manage and coordinate the escalated requests from MSIP OA, COM and internal stakeholders.
  • Deliver accurate post incident reports within the agreed OLAs.
  • Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
  • Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
  • Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.
  • Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.
  • Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.
  • Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams.


How your expertise will make the difference (Qualifications needed)

  • 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
  • The candidate should have knowledge of Ericsson: BSS, Service Layer, Core, Access – Service views and other vendors equipment where applicable
  • The candidate should have high level Network Topology skills (GSM, WCDMA, LTE, IT, etc).
  • The candidate should have knowledge of Infrastructure and customer tools connected to delivery.
  • Availability to travel abroad.
  • Bachelor of Science degree in Telecommunications, Computer Information Systems or equivalent with minimum of 2 years of work experience.
  • Fluent in written and spoken English
  • Result oriented
  • Good skills in interpersonal communication
  • Developed skills in knowledge sharing by actively contributing knowledge
  • True customer mindset
  • Strong analytical and organizational skills
  • Ability to learn quickly
  • Ability to work under strong pressure related to scale of business impact.
  • Flexible and responsive to changing work patterns and demands



Benefits to suit your dreams (What’s in it for you?)


  • Contract type: full time
  • 25 vacation days/year (yes, we give you 4 days more, because you deserve it!);
  • Medical & life insurance;
  • Career plan mentoring;
  • Competitive referral bonuses for recommending your friends to work at Ericsson;
  • WFH & Flexible Working Hours – update if applicable;
  • Flexible benefits from your favorite brands available on flexible benefits portal;
  • Gym subscription (availble in flex benefits together with a series of other options);
  • Internal learning platform to develop your knowledge, skills and competencies & curated external content -- articles, videos, courses, podcasts, and books from external libraries such as Skillsoft, Pluralsight, Big Think, EdX, TED Talks, Khan Academy, YouTube, and the open web itself (learning platform mobile enabled);
  • Competitive referral bonuses for recommending your friends to work at Ericsson;
  • In case of travel, daily allowance, transport, and accommodation will be paid by the company;
  • Part of an active community via Brand Ambassadors, CSR Activities, Sports Teams;
  • & more other benefits that the recruiting we are looking forward to present them to you, once applied.


Still curious? Find your job!

As a global pioneer in communications technology, there’s a lot more than meets the eye at Ericsson. We invite you to get to know us better. Working with us you will find all sorts of job opportunities. Everything from Developer to Data Scientist to Designer. Plus all those other roles who do not start with the letter 'D'.