Incident Manager (Shift) - Job Stage 5

Job description

Req ID: 142040

Job Role: Incident Manager (Shift)

Location: London, UK

Job Purpose

The Incident Manager role is the point of escalation and communication for incident management. They maintain and update technology operation recovery plans, inform stakeholders and clients of incidents and provide monitoring and reporting of service level availability.

Incidents will be escalated from Technology and Operations teams and customers for prioritisation, communication and where necessary coordination of recovery plans.

Routine service availability and shift handover reports will be produced showing the % availability and incidents of all EBMS UK services in the preceding 24 hour period.

Ericsson Overview

Ericsson is a world-leading provider of telecommunications and broadcast services and equipment. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.

Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.

Job Summary

This Job Role is responsible for the coordination, management and execution of proactive and reactive activities which require a higher level of support than those offered by the 1st Level Engineering Support. This shall ensure the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

Responsibilities

· Manage and drive Major and escalated Incidents 24x7 and ensure minimal disruption to the service and fast service restoration

· Act as a central focal point for all departments during incidents and coordinate between them to ensure resolution of incident to SLA

· Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA

· Manage Incident progress and resolution communication throughout lifecycle of Incident to all internal and external stakeholders

· Ensure an accurate audit history is maintained during the lifecycle of an incident in the ITSM tool

· Ensure that all required resources (resources, accounts, equipment) are available and up to date

· Chair Technical & Management Bridges to drive all diagnostic and resolution activities

· Manage and coordinate the escalated requests from Operations, MSIP, Customers and internal stakeholders.

· Deliver accurate PMIRs within the agreed OLAs.

· Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures which demonstrate process adherence.

· Ensure MI escalation contacts are reviewed and maintained

· Attend the required trainings and courses (technical and soft skills) to increase the current competence level.

· Promote Problem Management activities in 1st and 2nd level Support. Provide input and support the Problem Manager during initial investigations for root cause analysis.

· Ensure all ongoing activities are published in a handover tool or any other dedicated tools that have this functionality. Provide accurate input for any shift reports.

· Implement and follow Ericsson compliant SORG, BCAP and DR procedures and special events contingency plans.

·  Liaise with Change Manager and Problem Manager regarding planned works and on-going problems. Co-ordinate responses to requests for planned maintenance, system upgrades and service changes originating from distribution and transmission service providers.

· Attend to operational or governance meetings with MSIP OA, Operations and other stakeholders.

· Provide monthly reporting on Major Incidents and Major Incident performance (SLA)

· Hold post major incident reviews to ensure effective handover to problem management

Competence Profile

· Demonstrate experience from Broadcast, Telecoms or IT Industry. Previous IM experience in similar positions is a plus.

· The candidate should have knowledge of ITIL, eTOM, MSTOP or other industry practices related to Service Management.

· The candidate should have knowledge of the SLA (Service Level Agreement) and WLA (Working Level Agreement) for specific customers.

· The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.

· The candidate should have strong skills in leadership and communication

· The candidate should have knowledge of Ericsson service tools including MSDP

· The candidate should have an understanding of broadcasting standards including SDI, ASI, MPEG, H.264, DVB, MXF, SMPTE 2022

· The candidate should have knowledge of broadcast infrastructure and customer tools connected to delivery of both linear and non-linear TV services.

The candidate should have an understanding of Networking including Network Types, Switching Fundamentals, TCP/IP, IP Addressing and Routing, WAN Technologies and Managing Network Environments.

*LI-POST

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: United Kingdom (GB) || West London || White City || IT; ServEng

Job details: 2nd level Operations Job Stage 05