Incident Manager

As the tech firm that created the mobile world, and with more thanpatents 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

We are now looking for an Incident Manager that will take care that all incidents are resolved as fast as possible, taking into full consideration the severity of the incident.

You should also make sure that the accurate solution or most efficient work around for minimizing the negative impact on the customer's services is applied, and overall business risk is minimized

You will

• Manage Incidents 24x7 and ensure minimal disruption to the service, as well as 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 built and focused on the restoration within SLA
• Ensure timely communication / information flow towards internal & external partners
• Ensure that all required resources (resources, accounts, equipment) are available and up to date
• Perform set up of technical & management bridge to facilitate communication during incidents
• Manage and coordinate the requests from different partners
• Deliver accurate post incident reports within the agreed OLAs
• Contribute to and maintain the existing repositories with updated technical documents, network diagrams, team structures, significant procedures that show process consistency
• 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
• Implement and follow Ericsson Business Continuity procedures and special events contingency plans
• Attend to operational or governance meetings with appropriate partners

To be successful in the role you must have

Technical skills:

• Previous Incident  Management experience in similar positions
• Previous knowledge of ITIL, e TOM or other industry practices related to Service Management and Lifecycle
• Knowledge of the WLA (Working Level Agreement) to be used for the specific customers
• Knowledge of Infrastructure and customer tools connected to delivery
• Bachelor of Science degree in Telecommunications, Computer Information Systems or similar areas
• Fluency in English
• Medium Level  of French: it is a plus

Personal skills:

• Ability to work under stress
• Solid skills in leadership and communication
• Result oriented skills
• Good skills in interpersonal communication
• Developed skills in knowledge sharing
• True customer attitude
• Strong analytical and organizational skills
• Willingness to work in shifts

What´s in it for you?

Here at Ericsson, our culture is built on over a century of courageous 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.

We offer you competitive benefits!

25 vacation days/year;

Medical & life insurance;

Career plan mentoring;

Competitive referral bonuses for recommending your friends to work at Ericsson;

Work From Home & Flexible Working Hours;

Flexible benefits from your favorite brands available on flexible benefits portal;

Gym subscription (available in flex benefits together with a series of other options);

Internal learning platform to develop your knowledge, skills, and proficiencies & curated external content -- articles, videos, courses, podcasts, and books from external libraries such as Skillsoft, Pluralsight, Big Think, EdX, TED Talks, Khan Academy,

YouTube, and the open web itself (learning platform mobile-enabled);

In the case of travel, daily allowance, transport, and accommodation will be paid by the company;

Part of an active community via Brand Ambassadors, CSR Activities, Sports Teams;

What happens once you apply?

To prepare yourself for next steps, please explore here: