Incident Manager

About this Opportunity:

We are seeking an experienced Incident Manager to join our Global Network Operations Center (GNOC) team. In this critical role, you will be responsible for managing incidents across all customers, particularly handling high-severity (Severity 1) outages. You will ensure the timely and efficient restoration of services within agreed service-level agreements (SLAs) and collaborate with cross-functional teams to minimize network disruptions.

What You Will Do:

• Incident Management (24x7): Lead and manage high-severity incidents, ensuring minimal disruption and rapid recovery.
• Technical & Management Coordination: Set up and drive Technical & Management Bridges for effective communication during emergency events.
• Resource Mobilization: Ensure necessary resources (staff, systems, facilities) are engaged and focused on restoring service.
• Escalation Handling: Lead escalation discussions and ensure the timely execution of escalation decisions during critical incidents.
• Reporting & RCA: Contribute to writing Event Reports and Root Cause Analyses (RCAs) for incidents.
• Customer Communication: Maintain clear communication with customers and management about incident status and progress.
• Crisis Management: Guide the team through high-pressure situations while balancing service restoration and data collection for investigation purposes.
• Collaboration with Global Teams: Work with local support staff, third-party vendors, and other teams to ensure the effective resolution of incidents.
• Continuous Improvement: Assist in identifying and implementing process improvements to reduce incident occurrence and impact.

The Skills You Bring:

• Incident Management Expertise: Proven experience managing incidents in a telecom or network operations environment (8-15 years).
• Technical Leadership: Strong ability to lead and manage technical teams under pressure.
• Problem Solving: Capable of troubleshooting complex technical issues while ensuring service recovery.
• Telecom Knowledge: In-depth understanding of telecom systems and network infrastructure (Ericsson experience is a plus).
• Calm Under Pressure: Ability to stay calm and focused in high-stress situations, with a solution-oriented approach.
• Customer Service Skills: Demonstrated ability to handle aggressive or disruptive customer reactions with professionalism.
• Communication Skills: Fluent in English, with strong written and verbal communication abilities.
• Escalation & Crisis Management: Skilled in handling escalations and managing political dynamics in high-stakes scenarios.
• Engineering Background: An engineering degree or equivalent technical qualification.