Industry Type:
IT / Software Dev

Job Detail:

Responsibilities

• Deploy, execute and improve Information Technology infrastructure Library (ITIL) processes for the Business Process/ Business chain.
• Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.
• Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems.
• Prepare, publish and monitor process documentation and process reports.
• Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.
• Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
• Execute controls at defined time and accuracy.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Perform trend analysis and suggest improvements on innovation and modernization.
• Follow-up on end-to-end Business process / Business chain.
• Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.
• Strengthen business chain monitoring in co-ordination with Production chapters.

Profile Required:

Good verbal & Written, English and French communication skills

ITIL process knowledge Ability to articulate in business language.

• Experience Req: 3 to 5 Years
• Experienced at managing escalations and Problem Managment.
• Managing the stakeholder meetings with appropriate analysis on the trend, proactive measures and post incident reviews & all aspects of Problem Management.

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Industry Type:
Electrical / Elx / Telecom /Semiconductor /Nano Tech

Job Detail:
Join our Team

About This Opportunity

Incident Manager is a key position residing in GNOC who is performing the critical role of managing Incidents across all customers. Incident manager handles the severity 1 outages aggressively and ensure that the restoration is done within the Service level agreement with the customer.

The primary focus of the IM is to assemble a team of specialists and to focus them on 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 network.

What You Will Do

• To manage Incidents 24X7 and ensure minimal disruption to the service.
• Setting up and driving the Technical & Management Bridge.
• Verification of MINNotification messages to ensure completeness & correctness of the information being sent to the customer.
• 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.
• Determine if the Event is properly classified as an Emergency and takes appropriate actions.
• Update management on the progress of the recovery, as required.

You will bring

• Assist the MSDM in handling any political issues with regards to the event, thus allowing the technical specialists to focus on technical matters.
• Initiate management escalations as necessary.
• Manage the information distributed in the periodic Event News 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, PLM, Small Competence Centers).
• Assure that the technical staff is aware of how to locate site specific information, e.g., remote access details, installed base data, etc. Assist with acquisition of same if necessary.
• Utilizing the Incident Manager Checklist, assures that all required actions of emergency handling are accomplished.

Key Qualification

• Has more than 2+ years trouble shooting experience in a Telecom domain
• Engineering degree or equivalent.
• The Incident Manager must be fluent in use of the English language.
• Telecom product experience/Ericsson experience is an advantage.
• Network knowledge

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 never seen before solutions 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.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.

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

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Industry Type:
Electrical / Elx / Telecom /Semiconductor /Nano Tech

Job Detail:
The Job Roles and responsibilities include the following (but not limited to): –

Establishing Incident Response Framework:

• Develop an overarching incident response framework that outlines the organization’s approach to managing incidents.
• Ensure the framework aligns with industry best practices and integrates seamlessly with existing processes.

Incident Response Policy Development:

• Formulate high-level policies that guide incident response efforts.
• Include detailed escalation procedures, communication protocols, and coordination with external parties within the policies.

Incident Response Governance:

• Define the roles and responsibilities of key stakeholders involved in incident response, including incident response teams, management, legal, and communication teams.
• Ensure clear accountability and ownership of incident response activities.

Cross-Supplier Incident Coordination:

• Coordinate activities and communications across incident response teams and other stakeholders involved in managing incidents.
• Facilitate collaboration among multiple service providers to ensure a unified response to incidents.

Communication Plan Implementation:

• Implement communication plans to ensure timely and accurate communication with internal and external stakeholders during incidents.
• Maintain clear, consistent, and transparent communication channels throughout the incident lifecycle.

Incident Investigation:

• Conduct thorough investigations to determine the cause, scope, and potential impact of incidents.
• Utilize appropriate tools and methodologies to ensure comprehensive incident analysis.

Incident Documentation and Quality Assurance:

• Ensure high-quality documentation of all incidents, including Preliminary root cause & Root Cause Analysis, impact assessments, and lessons learned.
• Implement quality assurance processes to maintain the accuracy and completeness of incident records.

Contributing to the Service Line Organization:

• Share best practices and successful strategies with the Service Line Organization to enhance incident and event management across the organization.
• Share best practices and successful strategies with the Service Line Organization to enhance their respective practice across the Service Line Organization and Verticals.
• Develop and maintain a best practice repository for their respective Practice that can be adopted by other GOCs and verticals.
• Create and refine frameworks and methodologies for their respective practice that can be scaled and replicated across organizations.
• Document and standardize successful Process Management techniques and tools for broader use.
• Participate in the development of training materials and guidelines based on best practices for their respective and related practices.
• Act as a liaison between the SIAM function and the Service Line to ensure alignment and integration of their best practices.

Requirements & Behavioral Attributes:

Professional Experience:

• Adequate understanding of the ITSM with 6-8 years of experience in a similar capacity/environment.
• Extensive experience in incident and event management within a SIAM or similar multi-vendor environment.
• Proven track record of developing and implementing incident response frameworks and policies.

Skills and Competencies:

• Strong analytical skills with the ability to conduct thorough incident investigations.
• Excellent communication and interpersonal skills for effective collaboration with stakeholders.
• Ability to develop clear, concise, and impactful documentation.
• Strong project, resource, and time management skills.
• Ability to work under pressure and meet tight deadlines.
• High level of customer focus and empathy.
• Strong teamwork and information-sharing abilities.
• Attention to detail with proactive management of tasks and deliverables.
• Solid situational analysis and decision-making abilities.

Work Environment

• Should be flexible to work in a 24/7 environment.
• The candidate should demonstrate flexibility in accommodating work hours according to client time-zone requirements.
• The responsibilities of this role are expected to adhere to the guidelines outlined in the Harman’s Flexible Work Policy.

Educational Background and Certifications:

• Minimum education:
• Graduate in Engineering or Science.
• Certifications:
• Mandatory
• ITIL V3/V4 Foundation is mandatory.
• Optional:
• Additional Certifications: Any one or more from the below list of certifications: –
• EXIN BCS SIAM Foundation
• Professional Scrum Master (PSM) or Certified ScrumMaster (CSM)
• ITIL 4 Managing Professional
• Certified Outsourcing Professional (COP)
• Prince2 / Project Management Professional (PMP)
• Certified Agile Service Manager (CASM)
• COBIT 2019 Foundation
• ISO/IEC 20000 Foundation

Apply Here:

Industry Type:
IT / Software Dev

Job Detail:
Role:ITIL Incident Management

Experience:8 years

Location: Chennai,Pune,Hyderabad,Bangalore

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Required Skills and qualification

• Strong technical understanding of IT systems, infrastructure, and applications
• Excellent communication and interpersonal skills to effectively interact with diverse teams and stakeholders
• Leadership qualities to guide and coordinate cross-functional teams during a crisis
• Critical thinking and problem-solving abilities to quickly analyze complex situations and make informed decisions
• Ability to work under pressure and manage time effectively in high-stress situations
• Experience with incident management methodologies and best practices
• Experience with ServiceNow ticketing tool

Key responsibilities

• Quickly identify situations that constitute a major incident, initiate escalation procedures, and declare a major incident when necessary.
• Establish and manage a dedicated incident command center, coordinating the activities of various teams involved in the response.
• Gather relevant technical experts from different departments (network, application, security, etc.) to diagnose the issue and develop mitigation strategies
• Provide clear, concise, and timely updates to senior leadership, affected users, and other stakeholders regarding the incident status and recovery efforts
• Analyze information, assess potential risks, and make critical decisions to prioritize actions and resource allocation during the incident
• Work with the problem management team to identify the root cause of the major incident and implement preventative measures to avoid future occurrences.
• Utilize dedicated incident management systems to track incident progress, manage communication channels, and maintain detailed documentation

Thanks & Regards!

Puneet Kaur

(Technical Recruiter)

Email: puneet.kaur@mwidm.com

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