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SDA&P Incident Management

Ericsson


Location:
Noida
Date:
11/20/2017
2017-11-202017-12-19
Categories:
  • Engineering
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Job Details

SDA&P Incident Management Apply now » Apply now Start apply with LinkedIn Start apply with Facebook Apply Now Start Please wait... Date: Nov 10, 2017 Location: Noida, UP, IN Company: Ericsson Job Summary 1 Job Details Function: SD Application & Platforms Incident Management Position: Incident Manager Interfaces: Level 1 Operations, Back Office, Service Desk, Vendor/3PP, Point of escalation for customer, AOM/PAM, DP Head, SD APPLICATIONS & PLATFORMS Head Reporting Manager: Manager – Incident Management 24X7 Shift Working: Yes 2 Overall purpose Incident Manager is a key position residing in SD APPLICATIONS & PLATFORMS who is performing the critical role of managing Incidents across all DPs. Incident manager handles the severity 1 & Severity 2 outages aggressively and ensure that the restoration is done within the Service level agreement with the customer. The Incident Manager is responsible for the effective restoral of service during an emergency situation. The Incident Manager remains involved in the handling of the case until the case is resolved. The primary focus of the IM is to assemble recovery team and to focus them towards a prompt recovery of the system. This is to be done without unreasonably impeding data collection for investigation whilst minimizing any impact to the customer’s business. 3 Main Requirements & Activities To manage Incidents 24X7 and ensure minimal disruption to the service Setting up and driving the Technical & Management Bridge Notification to customer and SD APPLICATIONS & PLATFORMS stakeholders On any emergency event the Incident Manager is responsible to ensure that any required support staff & necessary resources (facilities, equipment, systems, etc.) are available, involved and focused in restoral of the system. On any emergency event, the Incident Manager is responsible for execution of the Escalation Decision Point discussion and decision. Participate in the writing of the Event Report and/or RCA. Ensure that the recovery is proceeding in a timely and efficient manner. Ensure that the proper Local Support staff is participating in the Event. Update management on the progress of the recovery, as required. Initiate management escalations as necessary. Manage the information distributed in the periodic updates and on the conference bridges established for communications during the event. Manage any interfaces that extend outside the normal support area of responsibilities (e.g., 3PP, Vendor) Utilising the Incident Manager Checklist, assures that all required actions of emergency handling are accomplished. 4 Required competence and experience This position is open to job grade senior engineer and specialist only. The Incident Manager must be fluent in use of the English language. Demonstrate the ability to lead and manage a technical team Ability to select and assemble the required Support specialist(s) and related resources. Has more than 3 years trouble shooting experience in IT Infrastructure domain (like VMware, Citrix, Storage, Virtualization, Tools etc.) Engineering degree or equivalent. Must be capable of balancing the need to collect event related data against the need to restore service in the shortest time possible. Telecom product experience/Ericsson experience is an advantage. Network How To knowledge Remains open minded when approaching problems, considering all inputs and available alternatives before making decisions. Ability to remain calm and focused under extremely stressful situations. Ability to handle highly political situations Has a level of customer service skills necessary to handle diverse customer reactions, especially aggressive and/or disruptive Must be aware of and be able to convey issues of customer/market diversity to the recovery team. Provide the first cut RCA of the outage to Problem Management team for detailed RCA. Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics. Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development. Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information. Primary country and city: India (IN) || || Noida || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log Req ID: 215101 Job Segment: Telecom, Telecommunications, Manager, Engineer, Consulting, Technology, Management, Engineering Apply now » Apply now Start apply with LinkedIn Start apply with Facebook Apply Now Start Please wait... Find similar jobs: Product Manager and Project Manager Jobs, Information Technology (IT) Jobs, Engineering and Software Developer Jobs, Corporate Shared Services Jobs, Consulting and Systems Integration Jobs

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