Job Description

About this opportunity:

The Incident Manager is responsible for managing end-to-end incident lifecycle activities to ensure timely restoration of services with minimum business impact. The role includes coordination of technical teams, stakeholder communication, escalation management, and driving service recovery during critical and major incidents.

Additionally, the role is expected to possess Recovery Lead competence to technically drive restoration activities, coordinate troubleshooting efforts, and support technical decision-making during high-impact incidents.

What you will do:

Incident Management

• Manage end-to-end incident lifecycle from detection to closure.
• Lead bridge calls during Critical/Major incidents.
• Ensure timely engagement of support teams based on impact and severity.
• Drive restoration activities within defined SLA timelines.
• Track and manage incident escalations through appropriate escalation matrix.
• Ensure timely customer and stakeholder communication during incidents.
• Maintain accurate incident timeline, updates, and documentation.
• Ensure proper ticket categorization, prioritization, and ownership tracking.
• Coordinate with FO, BO, Infra, Cloud, Application, DB, Security, and Vendor teams.

Recovery Lead Responsibilities

• Technically drive recovery efforts during major outages.
• Coordinate troubleshooting activities across technical teams.
• Analyze logs, alarms, dashboards, and monitoring tools for faster resolution.
• Validate workaround and recovery actions before implementation.Support root cause identification and recovery planning.
• Drive service restoration with focus on minimizing MTTR.
• Assist teams in identifying dependencies and recovery risks.
• Ensure stability validation post restoration.

Operational Responsibilities

• Conduct Major Incident Reviews / PIR sessions.
• Identify monitoring gaps and preventive improvement actions.
• Ensure incident management process adherence.
• Track recurring incidents and initiate Problem Management where required.
• Support operational excellence initiatives to improve MTTR and SLA compliance.
• Drive continuous improvement in monitoring, escalation, and recovery processes.

Technical Competence Required

• Good understanding of Incident Management lifecycle.
• Hands-on understanding of:
  • Linux/Unix
  • Kubernetes/OpenShift
  • Cloud platforms (AWS/Azure)
  • Application troubleshooting
  • Database basics (Oracle/Postgres/MySQL)
  • Monitoring tools (Grafana, Prometheus, OneFM, Splunk)
  • Networking basics
• Ability to analyze logs and dashboards during outages.
• Understanding of production support environments and high availability systems.

Required Skills

Functional Skills

• Incident Management
• Major Incident Handling
• Recovery Coordination/Stakeholder Management
• Escalation Management
• Service Restoration
• SLA Management & Root Cause Analysis

Soft Skills

• Strong communication skills
• Leadership during crisis situations
• Decision making under pressure
• Analytical and troubleshooting mindset
• Coordination and collaboration skills
• Customer handling capability

Preferred Certifications

• ITIL Foundation / ITIL Intermediate
• Cloud certifications (AWS/Azure)
• RHCSA / Linux certification
• Kubernetes/OpenShift knowledge
• DevOps/Monitoring certifications

Key KPIs

• MTTR (Mean Time To Restore)
• SLA Achievement %
• Escalation Handling Efficiency
• Major Incident Restoration Time
• Customer Communication Compliance
• Reduction in Repeated Incidents

Experience

• Qualification: B. Tech / B.E or equivalent
• 5–10 years of experience in Production Support / NOC / Incident Management / Operations.
• Experience in handling Critical and Major incidents in enterprise production environments.
• Experience working with cross-functional technical teams and customer stakeholders.

Preferred Industry Experience

• Telecom
• Mobile Financial Services (MFS)
• Banking/Payments
• Cloud Operations

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: 786217