Incident Manager Sydney,New South Wales,Australia Service Delivery

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About this opportunity

We are seeking an experienced Incident Manager to join our Service Line Operations team. This critical NOC-based role manages high-severity incidents across customer networks, minimising impact and restoring service within agreed service levels. You will lead emergency management activities, coordinate technical and management bridges, engage support teams and drive prompt recovery while maintaining a strong customer focus. Success requires clear communication, calm decision-making, structured planning and ownership in a 24x7 shift environment.

What you will do

• Lead service recovery across customer networks in a 24x7 shift environment, ensuring rapid resolution, minimal disruption and a positive customer experience.
• Drive technical and management bridges for major incidents through to resolution and trouble ticket closure.
• Own incident planning, communication, tracking and recovery activities from end to end.
• Coordinate support teams, specialists, resources, facilities and systems during emergency events.
• Verify customer notifications and manage periodic updates, bridge communications and stakeholder briefings.
• Lead escalation discussions and initiate management escalations when required.
• Act as lead facilitator and single point of contact within Ericsson's internal management structure during emergency events.
• Support event reports, root cause analysis, post-incident reviews and recurring event analysis.
• Develop and refine process documents, methods and instructions to support new solutions and continuous improvement.
• Ensure secure remote access, customer documentation controls and completion of the Incident Manager checklist.

You will bring

• Degree in Engineering, preferably Electronics, Computer Science, Telecommunications or equivalent.
• ITIL V4 Foundation and/or ITIL Service Transition certification preferred.
• Proven ability to lead technical teams during high-pressure incident situations.
• Strong network knowledge; telecom product and Ericsson experience are advantageous.
• Ability to assemble the right specialists and resources for effective service restoration.
• Sound judgement in balancing event data collection with rapid service recovery.
• Calm, assertive communication style with strong customer service skills.
• Open-minded problem-solving approach, with strengths in improvement management, data analysis, negotiation and customer success.
• Experience coaching and mentoring global support specialists through emergency recovery.
• Knowledge of service delivery models, strategy, problem management, performance management, knowledge transfer and Ericsson business processes.
• Understanding of the Ericsson portfolio; exposure to machine learning is an advantage.
• Strong English communication skills with customers, stakeholders and technical teams.

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.

Primary country and city: Australia (AU) Sydney