Incident Manager

What you will do:-

• Lead and facilitate recovery efforts, ensuring swift restoration of services and outstanding customer experience.
• Collect comprehensive Root Cause Analysis data to facilitate post-event investigations.
• Act as the primary orchestrator of Ericsson internal management communication.
• Initiate and manage escalations when necessary, acting as Crisis Manager throughout these events.
• Coordinate seamless transition of responsibilities among technical and management teams during emergencies.
• Play an active role in refining Emergency Handling and Problem Management processes.
• Validate the security considerations of remote connections and customer documentation through constant user access verification.
• Foster a culture of knowledge sharing by consistently searching, re-using and sharing valuable information.

The skills you bring:- Change and Improvement Management.

• Data Analysis.
• Customer Success.
• Negotiation.
• Machine Learning.
• Service Delivery Models and Strategy.
• Emergency handling.
• Knowledge Transfer and Reuse.
• Knowledge Sharing and Collaboration Skills.
• Coaching and Mentoring.
• Performance management / controlling.
• Emergency Recovery skills.
• EBP (Ericsson Business Process and Finance Processes).
• Ericsson Portfolio.