Incident Manager

Join our Team

About this opportunity:

Join us as an Incident Manager and play a key role in ensuring service stability and customer satisfaction. In this role, you will lead the resolution of critical incidents, coordinate with cross-functional teams, drive timely service restoration, and contribute to continuous operational improvement in a dynamic telecom and IT environment. 

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.

“All academic credentials must be from recognized and accredited institutions and are further subject to verification.”