The Incident Manager is responsible for managing end-to-end incident lifecycle activities to ensure timely restoration of services with minimum business impact. The role includes coordination of technical teams, stakeholder communication, escalation management, and driving service recovery during critical and major incidents.
Additionally, the role is expected to possess Recovery Lead competence to technically drive restoration activities, coordinate troubleshooting efforts, and support technical decision-making during high-impact incidents.
What you will do:
Incident Management
Manage end-to-end incident lifecycle from detection to closure.
Lead bridge calls during Critical/Major incidents.
Ensure timely engagement of support teams based on impact and severity.
Drive restoration activities within defined SLA timelines.
Track and manage incident escalations through appropriate escalation matrix.
Ensure timely customer and stakeholder communication during incidents.
Maintain accurate incident timeline, updates, and documentation.
Ensure proper ticket categorization, prioritization, and ownership tracking.
Coordinate with FO, BO, Infra, Cloud, Application, DB, Security, and Vendor teams.
Recovery Lead Responsibilities
Technically drive recovery efforts during major outages.
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Ability to analyze logs and dashboards during outages.
Understanding of production support environments and high availability systems.
Required Skills
Functional Skills
Incident Management
Major Incident Handling
Recovery Coordination/Stakeholder Management
Escalation Management
Service Restoration
SLA Management & Root Cause Analysis
Soft Skills
Strong communication skills
Leadership during crisis situations
Decision making under pressure
Analytical and troubleshooting mindset
Coordination and collaboration skills
Customer handling capability
Preferred Certifications
ITIL Foundation / ITIL Intermediate
Cloud certifications (AWS/Azure)
RHCSA / Linux certification
Kubernetes/OpenShift knowledge
DevOps/Monitoring certifications
Key KPIs
MTTR (Mean Time To Restore)
SLA Achievement %
Escalation Handling Efficiency
Major Incident Restoration Time
Customer Communication Compliance
Reduction in Repeated Incidents
Experience
Qualification: B. Tech / B.E or equivalent
5–10 years of experience in Production Support / NOC / Incident Management / Operations.
Experience in handling Critical and Major incidents in enterprise production environments.
Experience working with cross-functional technical teams and customer stakeholders.
Preferred Industry Experience
Telecom
Mobile Financial Services (MFS)
Banking/Payments
Cloud Operations
All academic credentials must be from recognized and accredited institutions and are further subject to verification
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 solutions never seen before 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.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Noida
Req ID: 786217
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