Problem Manager
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Key skills for this role
About the Role
Ericsson is seeking a Problem Manager to oversee reactive, proactive, and enhanced problem management for telecom networks. The role involves root cause analysis, predictive analysis, and coordination with automation teams.
Key Skills for This Role
Responsibilities
- Conduct post incident review to analyze problems, identify root cause, and recommend corrective actions.
- Develop and maintain knowledge base of problems, root causes, and solutions.
- Identify and record risks in the network and track them till closure.
- Prescribe and implement proactive preventing methods in problem handling.
- Analyze and validate network performance reports and prepare action plans for improvement.
- Identify Single Point of Failure in network and perform outage report analysis.
- Make predictive analysis model based on alarms, outages, latency, QoS, Capacity & Utilization trends.
- Support Data Authority team and automation team in understanding automation/AI/ML requirements.
Requirements
- Degree in Engineering (Electronics, Computer Science, Telecommunication or equivalent)
- 5 12 years experience in the area of expertise
- ITIL certification
- Strong Telecom fundamentals and understanding of Mobile networks Architecture
- Knowledge of 2G, 3G, 4G & 5G technologies
- Analytical and synthesis capabilities
- Fluent in English
Full Job Posting
About this opportunity
- The Problem Manager is responsible for the quality and integrity of the process Problem Management covering Reactive, Proactive and Enhanced Problem Management.
Reactive Problem Manager
- Conduct post incident review to analyze the problem, identifies root cause, identify corrective actions and recommend changes.
- Develop and maintain good record of problems, root cause and solution details in the form of knowledge base.
- Identify and records risks in the network and track them till closure.
- Regular post incident review and lessons learnt meetings with stakeholders.
Proactive Problem Manager
- Prescribe, and implement pro active preventing methods in problem handling.
- Act as owner of Problem Management cases, support implementation of preventive actions, participate in internal technical discussions.
- Analyze and validate the network performance reports & prepare action plan for network improvement.
- Identify Single Point of Failure in network, perform Outage report analysis in details.
- Perform Alarm, TT, WO correlations to resolve the chronic issues in the network.
Predictive Problem Manager
- Make predictive analysis model based on alarms, outages, latency, QoS, Capacity & Utilization trends.
- Collect data for further analysis to find patterns of major problems.
- Search/investigate different sources of information to find patterns of major problems.
- Seek for possible new solution of problems, or improvement of existing solution.
- Support Data Authority team and automation team in understanding automation/AI/ML requirements, and share knowledge of use cases with domain support.
The skills you bring
- Degree in Engineering preferably in Electronics, Computer science, Telecommunication or equivalent.
- Experience: 5 12 years’ experience in the area of expertise.
- Certifications: ITIL.
- Strong Telecom fundamentals and understanding of Mobile networks Architecture.
- Network Architecture in technologies of 2G, 3G, 4G & 5G.
- KPI formulae, KPI degradation and KPI troubleshooting.
- Core network performance, configuration parameters interpretation and usage.
- Analytical and synthesis capabilities.
- Good Understanding of Machine Learning, Artificial Intelligence & Cloud technologies.
- Detailed knowledge of Services and customer segmentation.
- Apply Expertise & Technology, Data analysis, Trends and statistics.
- Leadership skills: Delivering Results & Meeting Customer Expectations, Leading & Supervising.
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