Incident Manager

Join our Team
About this opportunity:Are you passionate about problem-solving? Do you thrive in high-pressure environments? If so, we are looking for an Emergency Management Representative to join our team at Ericsson. This role is vital in preventing or minimizing the impact of incidents, investigating reoccurrences, classifying problems, and driving forward preventive measures. As an Emergency Management lead, you will be responsible for planning, driving, and communicating to ensure effective recovery. This position is an opportunity to improve our emergency support services and provide coaching and leadership for others. Cone join us in this crucial role and grow your career in emergency management.
What you will do:- Lead the team in service recovery, ensuring both speedy resolve and a positive customer experience.
- Assume responsibility for properly staffing the Emergency Management teams to ensure constant availability.
- Act as lead facilitator within Ericsson's internal management structure.
- Analyze events to isolate causes and provide resolutions, aiming to reduce escalation and duration of the events.
- Develop and improve process documents, methods, and instructions for potential new solutions.
- Ensure the security of remote connections and customer documentation through continuous user access verification.
- Actively contribute to knowledge sharing by finding, reusing and sharing acquired information.
The skills you bring:- Change and Improvement Management.
- Data Analysis.
- Negotiation.
- Customer Success.
- Service Delivery Models and Strategy.
- Machine Learning.
- Emergency handling.
- Knowledge transfer and re-use.
- Knowledge Sharing and Collaboration Skills.
- Coaching and Mentoring.
- Problem management.
- Performance management / controlling.
- Emergency Recovery skills.
- EBP (Ericsson Business Process and Finance Processes).
- Ericsson Portfolio.