L1 Lead

7 months ago


Dubai, United Arab Emirates Ericsson Full time

**About this opportunity**

We are looking for professionals in Incident Management function. This job role within Operations Support group to restore normal service operation as quickly as possible to minimize the impact to business operations & is responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.

**What you will do**

As a team leader you would be responsible to ensure incident resolution quality is as per customer expectations. Key activities (but not limited) that Incident management team is supposed to perform include
- Manage Incidents 24x7 and ensure mínimal disruption to the service and fast service restoration
- 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 users informed about their Incidents’ status at agreed intervals.
- Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
- Provide first-line 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.

**You will bring**
- ** Education**: Graduate in Computer Science or similar (Regular)
- ** Minimum years of relevant experience**: 4 to 5 years into Incident Management
- Minimum of -10 years’ experience from Telecom or IT Industry with hands on experience in Incident Management domain.
- Have knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle. ITIL certification is added plus.
- Show solid sense of urgency and take responsibility and be able to work under pressure.
- Have good skill in leadership and communication.
- Have understanding of IT Application environment e.g. Billing, CRM, Charging System.
- Have knowledge of IT Infrastructure environment e.g. Unix/Linux, Openshift

**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.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city: United Arab Emirates (AE) || United Arab Emirates : Abu Dhabi : Abu Dhabi || United Arab Emirates : Dubai : Dubai
Req ID: 733708


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