Lead 24x7 incident management to minimize service disruption, coordinate cross-team response, ensure restoration within SLAs, maintain documentation/repositories, produce post-incident reports, support problem management, and follow business continuity procedures.
Join our Team
About this opportunity:
We are in search of a dynamic Incident Manager to join our ranks. The core purpose of this role is to oversee the implementation of changes within our customer infrastructure. This involves ensuring that any necessary modifications are methodologically carried out, adhering to standard procedures, therefore minimizing or eliminating any impact on our customer services.
What you will do:
The skills you bring:
About this opportunity:
We are in search of a dynamic Incident Manager to join our ranks. The core purpose of this role is to oversee the implementation of changes within our customer infrastructure. This involves ensuring that any necessary modifications are methodologically carried out, adhering to standard procedures, therefore minimizing or eliminating any impact on our customer services.
What you will do:
- 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.
The skills you bring:
- 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.
Top Skills
Itil,Etom,Wla,Ericsson Bss,Ericsson Service Layer,Ericsson Core,Ericsson Access,Eridoc,Ericoll,Gsm,Wcdma,Lte,Network Topology,Business Continuity
Ericsson Kolkata, West Bengal, IND Office
Ericsson Kolkata Hub Office
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