Engineer - Incident Manager

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you’re welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

Our Exciting Opportunity:

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.

The Incident Manager is responsible for the effective restoral of service during an emergency situation. The Incident Manager remains involved in the handling of the case until the case is resolved or until is agreed with MSDM/MSIP that the IM is no longer required on the case.

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’s network.

• We believe in trust – we trust each other to do the right things!
• We believe in taking decisions as close to the product and technical expertise as possible.
• We believe in creativity – trying new things and learning from our mistakes.
• We believe in sharing our insights and helping one another to build an even better user plane.
• We truly believe in happiness; we enjoy and feel passionate about what we do and value each other’s technical competence deeply.

You will be responsible for:

• Managing Incidents 24X7 and ensure minimal disruption to the service
• Setting up and driving the Technical & Management Bridge
• Verification of MINNotification 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.
• On any emergency event, the Incident Manager is responsible for execution of the Escalation Decision Point discussion and decision.
• 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 Event News with the progress of the recovery.
• Update management on the progress of the recovery, as required.
• Assist the PQM in handling any political issues with regards to the event, thus allowing the technical specialists to focus on technical matters.
• Initiate management escalations as necessary.
• 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.
• Utilizing the Incident Manager Checklist assures that all required actions of emergency handling are accomplished.

To be successful in the role you must have:

• This position is open to job grade senior engineer and specialist only.
• 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.
• Has more than 3 years trouble shooting experience in a Telecom domain
• Engineering degree or equivalent.
• Must be capable of balancing the need to collect event related data against the need to restore service in the shortest time possible.
• 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.
• Ability to remain calm and focused under extremely stressful situations.
• Ability to handle highly political situations
• Has a level of customer service skills necessary to handle diverse customer reactions, especially aggressive and/or disruptive
• Must be aware of and be able to convey issues of customer/market diversity to the recovery team.
• Ability to guide Global Support specialists through the recovery without impeding data collection for later investigation.
• Ready to work in 24*7 shifts.

Key Qualification:

• Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)
• Experience: 3-5 years.

What´s in it for you?

Here at Ericsson, our culture is built on over a century of daring decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?

To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process

Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.

We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.