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Full-time
bachelor degree
Posted 2d ago
~40 hrs/week
Responsibilities
Lead and coordinate incident management and L1 monitoring operations while ensuring SLA compliance and service availability. Manage major incidents, drive escalations, and provide regular performance reports to stakeholders.
Requirements
Requires a bachelor's degree in a relevant field and at least 5 years of experience in IT/Telecom operations or incident management. Candidates must possess strong technical knowledge of infrastructure, networking, and ITIL practices.
Full job description
Join our Team
About This Opportunity
Experienced IT/Telecom Operations professional with strong expertise in Incident Management, Major Incident Handling, and L1 Monitoring Operations within 24/7 production environments. Acts as the onsite focal point for managing and coordinating offshore operational teams, ensuring timely incident resolution, SLA compliance, service availability, and operational excellence.
Key Responsibilities
Lead and coordinate Incident Management and L1 Monitoring Operations.
Manage major/critical incidents, ensuring rapid service restoration within SLA targets.
Conduct incident bridge calls, drive escalations, and provide stakeholder communications.
Govern alarm/event monitoring, ticket management, troubleshooting, assignment, and escalation activities.
Ensure effective handling of incidents, recurring issues, and Root Cause Analysis (RCA) follow-up.
Coordinate with technical teams to resolve operational and service-impacting issues.
Monitor and improve offshore team performance against SLAs and KPIs.
Analyze incident trends and recommend process, monitoring, and automation improvements.
Maintain operational procedures, escalation matrices, and troubleshooting guidelines.
Support service readiness, knowledge transfer, and continuous service improvement initiatives.
Prepare operational, SLA, KPI, and incident performance reports.
Required Skills & Experience
Bachelor's degree in Telecommunications, Computer Science, IT, Engineering, or related field.
5+ years of experience in IT/Telecom Operations, NOC, SOC, Service Operations, or Incident Management.
Strong experience managing Major Incidents and production support environments.
Hands-on knowledge of L1 monitoring, event/alarm management, ticketing, and escalation processes.
Strong understanding of ITIL Incident, Problem, and Change Management practices.
Experience with HPSM, OBM, Nagios, and AppDynamics.
Knowledge of infrastructure, applications, servers, networking, virtualization, and cloud technologies.
Strong analytical, troubleshooting, stakeholder management, and communication skills.
Ability to work under pressure and manage multiple priorities in a 24/7 environment.
Preferred Qualifications
ITIL Foundation certification or higher.
Experience in Telecom Managed Services.
Knowledge of automation, AIOps, cloud platforms, containers, and Kubernetes.
Understanding of networking technologies such as routers, switches, firewalls, and load balancers.
Experience with SLA/KPI reporting, Problem Management, RCA, and continuous improvement programs.
Core Competencies: Major Incident Management, Service Operations, L1 Monitoring, ITIL, SLA/KPI Management, RCA, Offshore Team Coordination, Production Support, Customer Management, Operational Excellence, and Continuous Improvement.
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 solutions never seen before 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.
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.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. learn more.
Primary country and city: United Arab Emirates (AE) || Dubai
We’re leading the next wave of mobile with 5G, AI, cloud, and network APIs, creating an open network ecosystem.
Industry
Telecommunications
Company size
10,001+ employees
Founded
1876
Headquarters
Kista, Stockholm
LinkedIn followers
2,356,813
Total funding
$1.8B
The future of mobile isn’t on the horizon, it’s happening now. At Ericsson, we’re building the foundation for an open network ecosystem where industries, developers, and enterprises thrive.
The convergence of 5G, AI, cloud, and network APIs isn’t just a technological shift; it’s a transformation that is redefining industries and enhancing everyday life. Open, programmable networks are enabling real-time innovation and unlocking new business models across the globe.
Imagine a world where developers can dynamically access network capabilities on demand, where enterprises don’t just use connectivity but shape it. This isn’t a distant vision, it’s the ecosystem we’re creating today.
Collaboration fuels everything we do. By working across industries, we’re designing a future where connectivity isn’t just seamless. It’s intelligent, programmable, and transformative.
The shift is happening. Are you part of it?
Offices: Torshamnsgatan 21, Kista, Stockholm, SE · 818 Bourke St, Melbourne, VIC 3008, AU · NH-24, Noida, Uttar Pradesh 201309, IN · Hirsalantie 11, Kirkkonummi, Southern Finland 02420, FI · 349 Terry Fox Dr, Ottawa, ON K2K 2V6, CA
5GInternet of ThingsMobile broadbandCommunication servicesManaged servicesFixed broadbandLTE3G4GOSS
How many Engineering jobs are open in Dubai, United Arab Emirates right now?
There are currently 1,335 open engineering positions in Dubai, United Arab Emirates listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Engineering roles in Dubai, United Arab Emirates?
Companies currently hiring include AECOM, Parsons Corporation, Oasis Investment Company (Al Shirawi Group), Egis, Naffco Flooring & Interiors, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Engineering jobs in Dubai, United Arab Emirates?
Yes — 165 of the 1335 open engineering positions offer remote or hybrid work (44 remote, 121 hybrid).
How do I apply for Engineering jobs in Dubai, United Arab Emirates?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.