Emergency Manager

at  Ericsson

About this opportunity
We are looking for an Emergency Manager with Spanish to join our Global Network Operations Center.
As Emergency Manager, you will be part of a 24x7 team that is responsible to lead the recovery of Critical and Major incidents, restoring the services, securing a minimum impact in the end user experience.
What you will do?
Lead the technical recovery teams involved in the troubleshooting.
Coordinate between the Ericsson teams, vendors and customer to recover the services in the shortest timeframe.
Ensure a clear and timely communication with the external and internal stakeholders.
Follow the Incident Management process and secure SLA compliance.
Act as technical escalation point for internal stakeholders.
Maintain accurate incident reports.
You will bring:
A Degree in Telecommunication Engineering/ Computer Science/Electronics or equivalent
Prior experience in similar roles in IT or Telecom industry
Knowledge of ITIL or other good practice frameworks used in IT or Telecom
Ability to work well under pressure and handle difficult situations
Adequate sense of urgency
Customer management skills, ability to interact with different levels of management
Proficiency in English
Proficiency in Spanish
Communication and prioritization skills
Solution-oriented attitude
Team player, strong interpersonal skills
Continuous service improvement approach
Willing to work on shifts
80% office (4 days in office)

Benefits

• Contract type: full time;
• 25 vacation days/year;
• Medical & life insurance;
• Career plan mentoring;
• Referral bonuses for recommending your friends to work at Ericsson;
• Flexible benefits from your favorite brands available on flexible benefits portal;
• Gym subscription (available in flex benefits together with a series of other options);Internal learning platform to develop your knowledge, skills, and proficiencies & curated external content
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• articles, videos, courses, podcasts, and books from external libraries such as Skillsoft, Pluralsight, Big Think, EdX, TED Talks, Khan Academy, YouTube, and the open web itself (learning platform mobile-enabled);

• In case of travel, daily allowance, transport, and accommodation will be paid by the company.
• Part of an active community via Brand Ambassadors, CSR Activities, Sports Teams.
• Li-post

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 never seen before solutions 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.

• Facilitate and drive the engaged team toward rapid and effective service recovery, ensuring an optimized customer experience.
• Execute efficient data collection for Root Cause Analyses, to facilitate comprehensive post-event investigations.
• Lead as a key facilitator within Ericsson’s internal management bridges.
• Initiate necessary management escalations to safeguard both Ericsson’s and customer’s interests.
• Provide network knowledge, diagrams and remote access support to the emergency team, aiding in seamless handovers for continuous emergencies.
• Actively participate and contribute to the improvement of Emergency Handling and Problem Management processes.
• Maintain availability throughout assigned shifts or roster periods, ensuring constant coverage