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For Companies At a Glance
- Tasks: Manage critical incidents and ensure fast service restoration in a dynamic broadcast environment.
- Company: Red Bee Media empowers global media brands, connecting audiences across 175 countries.
- Benefits: Enjoy a diverse culture, innovative environment, and opportunities for personal growth.
- Why this job: Be at the forefront of media technology, making a real impact in a global company.
- Qualifications: Experience in Broadcast, Telecoms, or IT; strong organizational and communication skills required.
- Other info: Shift-based role includes nights and weekends, based onsite in White City.
The predicted salary is between 36000 - 60000 £ per year.
Join our Team
Red Bee was born in media and for the past 15+ years we have made significant contributions to the development of the global media industry, empowering the world’s strongest media brands, broadcasters and content owners to instantly connect with audiences anywhere at any-time. Our partners include BBC, Channel 4, ITV, Canal+, ExtremeE, TV5MONDE and many others.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees improve their potential every day. Our employees live our vision, core values and guiding principles.
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About this opportunity
Incident Manager is a part of the Red Bee Media Global Service Management department which is responsible for managing customer success through effective service management processes, including Incident, Problem and Change management. Our customers include both traditional broadcasters, streaming TV content owners and service providers.Â
The Incident Manager role is the point of escalation and communication for Critical Incident management.
This is a shift-based position including nights and weekends which is based onsite at our White City offices. The role is to handle and drive major and escalated Broadcast Incidents 24×7 and ensure minimal disruption and fast service restoration.Â
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What you will do
•   Act as a central focal point for all departments concerned and coordinate between them to ensure resolution of incident to 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.
•   Chair Technical & Management Bridges to drive all diagnostic and resolution activities
•   Provide input and support the Problem Manager during initial investigations for root cause analysis.
•   Co-ordinate responses to requests for planned maintenance, system upgrades and service changes originating from distribution and transmission service providers.
•   Provide monthly reporting on Incidents and Incident performance.
•   Supervise an excellent level of service delivered by the Global Service Centre in Romania – Drive offshored support teams to resolve incidents swiftly.
•   Support the Service Management department in service improvement requirements and taking steps to get those addressed/initiate improvement through the problem management process.
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You will bring
•   Experience from Broadcast, Telecoms or IT Industry, knowledge of ITIL or other industry practices related to Service Management.
•   Incident manager experience or within a 1st or 2nd line support deskÂ
•   Understanding of technology, ideally with a background in software and technology managed services
•   Good organizational skills including attention to detail and multitasking, as well as solid written, verbal communication and leaderships skills
•   Experience in successfully navigating complex, matrix organizations, as well as working with an off shored Support function
•   Ability to prioritize multiple incidents and coordinate multi discipline engineering teams
•   Good administration skills and understanding of various ITSM tools for incident logging and knowledge base
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 and Affirmative Action employer.Â
Incident Manager - London, England, Paid role employer: Ericsson
Contact Detail:
Ericsson Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager - London, England, Paid role
✨Tip Number 1
Familiarize yourself with ITIL practices and service management processes. Since the role requires knowledge of these frameworks, demonstrating your understanding during the interview can set you apart.
✨Tip Number 2
Highlight any experience you have in managing incidents within a broadcast or telecom environment. Be ready to discuss specific examples where you successfully resolved critical incidents.
✨Tip Number 3
Prepare to showcase your organizational and multitasking skills. The role involves coordinating multiple teams and incidents, so having concrete examples of how you've managed similar situations will be beneficial.
✨Tip Number 4
Research Red Bee Media and its partners to understand their operations and challenges. This knowledge will help you tailor your responses and show your genuine interest in the company during the interview.
We think you need these skills to ace Incident Manager - London, England, Paid role
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Incident Manager position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to emphasize relevant experience in Broadcast, Telecoms, or IT. Include specific examples of incident management or support roles that demonstrate your ability to handle critical incidents effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of service management processes and your experience with ITIL practices. Mention your organizational skills and ability to work in a fast-paced environment.
Highlight Communication Skills: Since the role involves coordinating between departments and managing communication during incidents, make sure to provide examples of your strong written and verbal communication skills in your application.
How to prepare for a job interview at Ericsson
✨Understand the Role
Make sure you have a clear understanding of the Incident Manager role and its responsibilities. Familiarize yourself with incident management processes, especially in the context of broadcast and IT services.
✨Showcase Your Experience
Prepare to discuss your previous experience in incident management or related fields. Highlight specific examples where you successfully managed incidents, coordinated teams, or improved service delivery.
✨Demonstrate Communication Skills
Since the role involves significant communication with various stakeholders, practice articulating your thoughts clearly. Be ready to explain how you would manage communication during critical incidents.
✨Familiarize Yourself with ITIL
Brush up on ITIL principles and how they apply to service management. Being able to discuss ITIL practices will show your knowledge and readiness for the role.
