Service Monitoring Engineer

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Skills you'll use

What you'll do

• Continuously track incidents, service tickets, and operational activities.
• Conduct regular follow-ups with responsible teams to ensure progress towards timely closure.
• Initiate recovery actions when timelines slip or risk indicators arise.
• Validate updates and ensure all incidents have clear actions, owners, and deadlines.
• Responsible for delivering the necessary reports required for the Jeopardy Management of the incidents & as defined and requested by customer.
• Apply the defined escalation matrix based on severity, impact, and aging of incidents.
• Ensure adherence to jeopardy management policies, workflows, and SLAs.
• Provide regular status updates to stakeholders regarding jeopardy items and escalated issues.
• Prepare incident summary reports, escalation logs, and closure metrics for leadership review.
• Track and report KPIs such as aging incidents, SLA compliance, escalation count, and closure rate & blockers/reasons for slow progression.

Who can apply

• 2–6 years of experience in Network Operations / Alarm Monitoring in a telecom or IT network environment.
• Strong understanding of general network technologies and concepts across access, transport, and IP domains (vendor-agnostic).
• Hands-on experience with Ericsson OSS/NMS tools or other multi-vendor management systems (e.g., Netcool, HP OpenView, SolarWinds, etc.).
• Knowledge of fault management processes, ITIL best practices, and SLA-driven operational models.
• Strong analytical and problem-solving skills, with the ability to quickly interpret incidents and determine probable actions needed to resolve the same.
• Excellent communication and coordination skills for effective collaboration across global teams.
• Fluent in English, with strong written and verbal communication abilities.
• Skilled in handling escalations and managing political dynamics in high-stakes scenarios.
• Hands on analytical tools like MS Excel, MS Power Point, MS Power Bi.
• Ability to work in a 24x7 shift environment (rotational shifts, weekends, and holidays).

About Ericsson

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