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?

Incident Manager

Job Description

Date: Mar 25, 2020

Ericsson is one of the leading providers of Information and Communication Technology (ICT) to service providers. We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt, and scale, making our customers successful in a fully connected world. Headquartered in Stockholm, Sweden, Ericsson is proud of its global presence across 100+ countries and market areas. With a strong focus on innovation, we possess 49 thousand registered patents and a global strength of over 95 thousand competent professionals. We also take pride in supporting networks that cater to a capacity of 40 percent of the world’s mobile traffic, thereby connecting more than 2.5 billion subscribers and counting. We are a world leader in the rapidly changing environment of communications technology – by providing hardware, software, and services to enable the full value of connectivity.

 

 

Job Summary:



We are now looking for Incident Manager - SDAP. This job role is responsible for the coordination, support, management and execution of reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels. 


Work Location: Noida

 

Responsibilities:

  • Incident Management of High Severity Incidents (Outage Management).
  • Make sure the all-critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.
  • Initiate Bridge Calls drive communication and teams to ensure uptime of Infrastructure within Service Levels. Coordinate with multiple teams to get the issue resolved within SLA.
  • Collaborated with cross-functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions, and send Root Cause Analysis (RCA) report.
  • Exposure to ITIL Framework.
  • Handle Client Contacts & engage as when required.
  • Work with the right resources to resolve an issue & make sure that client and other teams are updated.
  • Prepare the require reports on Calls and Tickets escalated by command center and
  • Ensure complete updating of the Incident Records prior to Problem Management handover.
  • Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.
  • Creating and updating tickets for incident management to document monitoring and recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.
  • Liaison with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues
  • ITIL v3/ ITSM Process
    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: India (IN) || || Noida ||

    Job details: Job Stage 05

 

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.