Senior Manager - Incident Management

Planning and overseeing of activities of the Field Maintenance function, to ensure that resources are most efficiently utilised.

· Requests for Maintenance activities are made via Incident tickets and activities are delegated via Work Orders. IM&P is also required to prepare a budget for Maintenance activities.

Responsibilities

· Carry out planning with the Development Process to establish the impact of upcoming projects on the Maintenance activities such as increase of load and new types of activities.

· Establish priority of activities with other functions within the Maintenance process in order to utilise Field Maintenance resources most effectively.

· Determine budget required for Field Maintenance to carry out corrective maintenance including training, tools, equipment and consumables.

· Upon receipt of an Incident Ticket to carry out a Maintenance activity check for completeness and accuracy. Identify any applicable SLA/OLA associated with the Incident Ticket.

· Create and delegate Work Orders to the Field Maintenance function to ensure activities are carried out to meet SLAs and OLAs.

· Monitor progress of Work Orders issued and provide updates to other functions as required. Close Work Order when all activities are completed, or where an alternative method has been agreed upon.

and work in different cultural environments.

Qualifications

• Bachelor's degree or equivalent in Electrical/Electronics/Telecom Engineering
• 10 Years of relevant experience and at least 2 years of experience in a similar or related position

Professional/Technical Competencies Levels:

Level of competence:

T - Require to demonstrate the competence level

A - Has basic knowledge and skills.

B - Has good knowledge and skills.

C - Has highly developed knowledge and skills.

D - Has exceptional knowledge and skills.

Business Competencies

· Ericsson Business Process C

· Use of IS/IT B

· Business Understanding C

· Ericsson Knowledge C

· English C

Human Competencies

· Interpersonal communication C

· Consultative skills C

· Share knowledge C

· Presentation skills (oral and written) C

· Analytical Skills C

· Competence development C

· Decision Making C

	Senior Manager - Incident Management