Associate Engineer - Incident Analyst (Bangalore, KA, IN)

  • Apr 08, 2021
Full Time Telecommunications

Job Description

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

Our Exciting Opportunity:

An Incident Analyst within Operations Support group of GSC India manages the process within MSTOP 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.

  • We believe in trust – we trust each other to do the right things!
  • We believe in taking decisions as close to the product and technical expertise as possible.
  • We believe in creativity – trying new things and learning from our mistakes.
  • We believe in sharing our insights and helping one another to build an even better user plane.
  • We truly believe in happiness, we enjoy and feel passionate about what we do and value each other’s technical competence deeply.

You will:

  • Lead and facilitate the engaged team toward restoration of service in shortest possible lead times.
  • Engage relevant stakeholders & escalate when necessary to expedite resolution.
  • Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
  • Initiate management and technical escalations when required to protect Ericsson and/or 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 major incident report.
  • 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).
  • Remain available at all times during the designated shift and/or roster period.
  • End to end incident owner.

To be successful in the role you must have:

  • Functional Skills: Good analytical, customer & escalation handling and service delivery skills
  • Communication Skills: Good oral and written communication and presentation skills and the ability to share knowledge
  • Good knowledge of Managed Services setups, MSTOP (if internal candidate) and Telecom Operations
  • Good financial understanding and cost awareness

Key Qualification:

  • Minimum Bachelor’s degree (BE/BTECH) in Engineering or technology from a recognized university. ITIL foundation (Optional).
  • Experience: Minimum 1 year of experience of relevant industry.

What´s in it for you?

Here at Ericsson, our culture is built on over a century of daring decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?

To prepare yourself for next steps, please explore here:

Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.

We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.

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