Ericsson—Service Monitoring Engineer

Job description

Description: Join our Team About this opportunity We are now looking for a Service Monitoring Engineer to join our Network Operations team at Ericsson. In this role, you will be part of a global operations environment ensuring network stability, performance, and customer satisfaction through jeopardy management of the incidents. You will play a key role in tracking, and driving timely closure of incidents, service requests, and operational tasks to ensure network availability is maintained at the target levels. This will require coordination with the Field, 3PP & Internal Ericsson team. This position provides an exciting opportunity to work with diverse network technologies while contributing to Ericsson’s vision of a fully connected, intelligent world. What you will do - Continuously track incidents, service tickets, and operational activities. - Conduct regular follow-ups with responsible teams to ensure progress towards timely closure. - Initiate recovery actions when timelines slip or risk indicators arise. - Validate updates and ensure all incidents have clear actions, owners, and deadlines. - Responsible for delivering the necessary reports required for the Jeopardy Management of the incidents & as defined and requested by customer. - Apply the defined escalation matrix based on severity, impact, and aging of incidents. - Ensure adherence to jeopardy management policies, workflows, and SLAs. - Provide regular status updates to stakeholders regarding jeopardy items and escalated issues. - Prepare incident summary reports, escalation logs, and closure metrics for leadership review. - Track and report KPIs such as aging incidents, SLA compliance, escalation count, and closure rate & blockers/reasons for slow progression. - Maintain dashboards or trackers that highlight jeopardy status and follow-up progress. - Support audit requirements with proper documentation and data accuracy. - Assist in identifying and implementing process improvements to reduce incident occurrence and impact. The skills you bring • 2–6 years of experience in Network Operations / Alarm Monitoring in a telecom or IT network environment. • Strong understanding of general network technologies and concepts across access, transport, and IP domains (vendor-agnostic). • Hands-on experience with Ericsson OSS/NMS tools or other multi-vendor management systems (e.g., Netcool, HP OpenView, SolarWinds, etc.). • Knowledge of fault management processes, ITIL best practices, and SLA-driven operational models. • Strong analytical and problem-solving skills, with the ability to quickly interpret incidents and determine probable actions needed to resolve the same.• Excellent communication and coordination skills for effective collaboration across global teams. • Fluent in English, with strong written and verbal communication abilities. • Skilled in handling escalations and managing political dynamics in high-stakes scenarios. • Hands on analytical tools like MS Excel, MS Power Point, MS Power Bi. • Ability to work in a 24x7 shift environment (rotational shifts, weekends, and holidays). • Bachelor’s degree in Telecommunications, Electronics, Computer Science, or equivalent. “All academic credentials must be from recognized and accredited institutions and are further subject to verification.” Why join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion 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 Employer. learn more. Primary country and city: India (IN) || Noida Req ID: 788000