Incident Manager

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.

Responsibilities

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

Requirements

Proven experience managing incidents in a telecom or network operations environment (4-10 years); Strong ability to lead and manage technical teams under pressure; Capable of troubleshooting complex technical issues while ensuring service recovery; In-depth understanding of telecom systems and network infrastructure; Ability to stay calm and focused in high-stress situations, with a solution-oriented approach; Demonstrated ability to handle aggressive or disruptive customer reactions with professionalism; Fluent in English, with strong written and verbal communication abilities; Skilled in handling escalations and managing political dynamics in high-stakes scenarios; An engineering degree or equivalent technical qualification

Nice to have

Ericsson experience is a plus