Service management SME Job at Ericsson (Noida)

Job Description

Automated Operations Team is now 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.

Job Responsibility

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 (i.e. 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

Requirements

Strong knowledge of ITIL framework, especially Incident, Problem, and Change Management
Proven experience leading Major Incidents (P1/P2) in fast-paced environments
Ability to coordinate cross-functional technical teams during high-severity outages
Expertise with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy
Solid understanding of IT infrastructure components (network, cloud, servers, applications, databases)
Excellent communication skills capable of delivering clear, concise updates to stakeholders and executives
Ability to manage incident bridges, drive action, and maintain control under pressure
Experience performing root cause analysis (RCA) and preparing detailed post-incident reports
Strong analytical skills with the ability to identify patterns and recurring issues
Ability to make quick, informed decisions during crisis situations
Skilled at prioritization and triage in high-volume or high-pressure environments
Familiarity with SLAs, OLAs, and service delivery performance metrics
Strong leadership with the ability to influence without authority
Excellent stakeholder management and conflict-resolution skills
Experience improving or maintaining incident management processes and workflows
High emotional intelligence and ability to stay calm, focused, and organized during incidents

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Service management SME

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