The Incident Manager will lead the end-to-end incident lifecycle to restore IT services quickly and minimize business impact. This is a 24x7 role that sits at the center of service reliability—combining crisis leadership, cross-functional coordination, and technical exposure. This is more than incident coordination: it’s a hands-on leadership position that drives outcomes during high-pressure events and builds long-term resilience.
What you will do
Own and drive the incident management lifecycle, including identification, escalation, mitigation, and closure.
Lead major incidents (P1/P2), coordinating responders, prioritizing actions, and making decisions under pressure to restore services rapidly.
Act as the central point of accountability during critical moments, mobilizing teams and stakeholders to resolve disruptions.
Bring clarity to complex, ambiguous situations by organizing information, defining next steps, and steering technically complex investigations.
Provide clear, timely status updates on impact and resolution progress to technical teams, business units, and leadership.
Ensure incidents are resolved within SLA and that all actions are tracked and completed.
Maintain and continuously improve incident management policies, runbooks, and procedures.
Collaborate with Problem, Change, Service Desk, and Operations teams to drive root-cause analysis and prevent recurrence.
Ensure accurate incident documentation and reporting in ITSM tools and support audit and compliance activities related to incident management.
You will bring
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Proven experience leading major IT incidents in fast-paced, high-stakes environments.
Strong crisis leadership and decision-making skills, with the ability to remain calm and authoritative under pressure.
Excellent communication skills for technical and non-technical audiences, including executives.
Ability to synthesize complex information, prioritize actions, and coordinate distributed teams.
Familiarity with ITSM tools, incident management frameworks, and SLA-driven operations.
A continuous-improvement mindset with experience developing runbooks, playbooks, or incident processes.
Flexibility and willingness to operate in a 24x7 on-call/responsible rotation.
Relevant certifications or background in IT operations, service management, or related technical domains is a plus.
“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: 788531
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