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Incident Management



    Job Description

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3-5 Years
3 months ago
244 Viewed
17 Applied

Job Description

  • We are looking for professionals in Incident Management function
  • The candidate will be responsible for managing all incidents that occur in the customer network, resulting in impact or degradation of services provided to consumers is responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • They will own the end-to-end lifecycle of the incident, from creation to closure
    What you will do
    • Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration.
    • Direct interaction with the end customer during the handling of every incident.
    • Preparing daily and weekly incident reports
    • Setting up of Technical Management Bridge to facilitate communication during incidents.
    • Ensure timely communication / information flow towards internal external stakeholders.
    • Engage relevant stakeholders 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 customer informed about their Incidents status at agreed intervals.
    • Associate Incidents with other records (ie Changes, Problems, repetitive incidents).
    • Provide initial investigation and diagnosis of all Incidents via RFO.
    • Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
    • Escalate critical outages to Problem Manager after restoration for RCA (As defined in MSTOP).
    • Always remain available during the designated shift and/or roster period.
    • End to end incident owner.
    You will bring
    • Minimum of 3 years experience from Telecom or IT Industry . Previous IM experience in similar positions it s a plus.
    • The candidate should have knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle.
    • The candidate should have knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
    • The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.
    • The candidate should have strong skills in leadership and communication.
    • The candidate should have knowledge of Ericsson: BSS, Service Layer, Core, Access - Service views and other vendors equipment where applicable

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