Incident Manager

Join our Team

About this opportunity: Join us as an Emergency Management Specialist at Ericsson, where we aim towards effectively preventing and minimizing the impact of incidents. You will play a critical role in investigating potential reoccurrences, classifying problems, and developing and implementing preventive actions. Your leadership, planning, and communication skills will drive us towards an effective recovery, improving our emergency support services. We also encourage and value the coaching of others, with opportunities for growth within this ultimate service role.

What you will do

• Manage incidents 24X7 and ensure minimal disruption to services and fast service restoration
• Setting up of Technical and Management Bridge to facilitate communication during incidents.
• Ensure timely communication / information flow towards internal and external stake holders.
• Engage relevant stake holders and initiate management and technical escalations when required to protect Ericsson and/ or customer interests.
• Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
• Log all incident details, allocating approved categorization and prioritization.
• Keep users and stake holders informed about their incident status at agreed intervals.
• Associate incidents with other records (i.e) changes, problems, repetitive incidents etc.
• Provide first line investigation and diagnosis of all incidents via major incident report.