Incident Manager (with Spanish)

Our vision and purpose: “Our purpose is to empower an intelligent, balanced and connected world. For more than a century, we have been putting smart tools in the hands of people in every sector of our society, creating intelligent technologies that drive positive change. We remain committed to this effort, leaving no one behind.” - Börje Ekholm, President and CEO, Ericsson

So..who is Ericsson today and, how does it supports you and the community?

In a world that is increasingly complex, we are on a quest for easy. We are creating game changing technology that is easy to use, adapt and scale, enabling our customers to gather the full value of connectivity.

Find out how our IoT, 5G and automation technology stands ready to unlock a wave of new value

The impact of your role at Ericsson:

We are now looking for an Incident Manager that will make sure that all incidents are resolved as fast as possible, taking into full consideration the severity of the incident and the WLA requirements.

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 also:

• 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 escalated requests from different partners
• Deliver accurate post incident reports within the agreed OLAs
• Contribute to and maintain the existing repositories with up to date technical documents, network diagrams, team structures, meaningful 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 compliant Business Continuity procedures and special events contingency plans
• Attend to operational or governance meetings with appropriate partners

How your expertise will make the difference (Qualifications needed)

Technical skills:

• Minimum of 3 years experience from Telecom or IT Industry. Previous IM experience in similar positions is a plus
• Previous knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle
• Previous knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
• Knowledge of different vendors’ equipment in the area of: BSS, Service Layer, Core, Access
• High level Network Topology skills (GSM, WCDMA, LTE, IT, etc)
• Knowledge of Infrastructure and customer tools connected to delivery
• Bachelor of Science degree in Telecommunications, Computer Information Systems or similar areas
• Fluent in written and spoken English
• Fluent in written and spoken Spanish

Personal skills:

• Solid sense of urgency, able to work under stress
• Solid skills in leadership and communication
• Result oriented
• Good skills in interpersonal communication
• Developed skills in knowledge sharing
• True customer mindset
• Strong analytical and organizational skills
• Ability to learn quickly
• Flexible and responsive to changing work patterns and demands
• Availability to travel abroad
• Willing to work in shifts

Benefits to suit your dreams (What’s in it for you?)

• Contract type: full time
• 25 vacation days/year (yes, we give you 4 days more, because you deserve it!);
• Medical & life insurance;
• Career plan mentoring;
• Competitive referral bonuses for recommending your friends to work at Ericsson;
• 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);
• Competitive referral bonuses for recommending your friends to work at Ericsson;
• In 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;
• & more other benefits that the recruiting we are looking forward to present them to you, once applied.

Still curious? Find your job!

As a global pioneer in communications technology, there’s a lot more than meets the eye at Ericsson. We invite you to get to know us better. Working with us you will find all sorts of job opportunities. Everything from Developer to Data Scientist to Designer. Plus all those other roles who do not start with the letter 'D'.