Job Description

Incident Manager Incident Manager is a key position residing in GNOC who is performing the critical role of managing Incidents across all customers. Incident manager handles the severity 1 outages aggressively and ensure that the restoration is done within the Service level agreement with the customer! Senior Engineer - Incident Manager is a key position residing in GNOC who is performing the critical role of handling Incidents across all customers. Should be responsible for the effective restoral of service during an emergency situation. Should remain involved in the handling of the case until the case is resolved! The primary focus of the IM is to assemble a team of specialists and to focus them towards a prompt recovery of the system. This is to be done without unreasonably impeding data collection for investigation whilst minimizing any impact to the customer\xe2\x80\x99s network. What you will do

• To manage Incidents 24X7 and ensure minimal disruption to the service, Setting up and driving the Technical & Management Bridge
• Setting up and driving the Technical & Management Bridge
• Verification of MIN\\Notification messages to ensure completeness & correctness of the information being sent to the customer.
• On any emergency event the Incident Manager is responsible to ensure that any required support staff & necessary resources (facilities, equipment, systems, etc.) are available, involved and focused in restoral of the system.
• Execute escalation decision point discussion, and decision and engage additional resources such as Domain Experts, 3PP, and SA as required.
• Participate in the writing of the Event Report and/or RCA.
• Ensure that the recovery is proceeding in a timely and efficient manner.
• Ensure that the proper Local Support staff is participating in the Event.
• Determine if the Event is properly classified as an Emergency and takes appropriate actions.
• Update management on the progress of the recovery, as required.
• Assist the MSDM in handling any political issues with regards to the event, thus allowing the technical specialists to focus on technical matters.
• Initiate and perform Management Planning, secure sufficient management resources ready in the team.
• Manage the information distributed in the periodic Event News and on the conference, bridges established for communications during the event.
• Manage any interfaces that extend outside the normal support area of responsibilities (e.g., 3PP, PLM, Small Competence Centers).
• Assure that the technical staff is aware of how to locate site specific information, e.g., remote access details, installed base data, etc. Assist with acquisition of same if necessary.
• Ability to; learn quickly and understand the Company processes, climb towers to ensure equipment quality installation on tower; analyse the results of the Audits, deal with all the non-compliances. Also lead, coordinate the actions, follow up with the 3PPs (subcontractors/service providers ASP) to tackle any non-compliance matters and report critical non-compliance to project manager (CPM) and Vendor Management.

You will bring

• The Incident Manager must be fluent in use of the English language.
• Demonstrate the ability to lead and manage a technical team
• Ability to select and assemble the required Support specialist(s) and related resources.
• Education: Engineering degree or equivalent
• Need to be flexible in working time and also travelling depending upon the requirement
• Telecom product experience/Ericsson experience is an advantage.
• Network knowledge
• Remains open minded when approaching problems, considering all inputs and available alternatives before making decisions.
• The ability to remain calm and focused under extremely stressful situations
• Ability to handle highly political situations
• High level of customer service skills to handle diverse customer reactions
• Must be aware of and be able to convey issues of customer/market diversity to the recovery team.
• Knowledge in Satellite ground communications systems & Project Management skills.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that\'s why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. Primary country and city: India (IN) || India : Uttar Pradesh : Noida
Req ID: 729585