Problem Manager
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Key skills for this role
About the Role
Ericsson is hiring a Problem Manager in Riyadh to handle reactive, proactive, and predictive problem management for telecom networks. The role requires strong telecom fundamentals, ITIL certification, and 5-12 years of experience in network performance and troubleshooting.
Key Skills for This Role
Responsibilities
- Conduct post incident review to analyze the problem, identify root cause, identify corrective actions and recommend changes
- Develop and maintain good record of problems, root cause and solution details in knowledge base
- Identify and record risks in the network and track them till closure
- Regular post incident review and lessons learnt meetings with stakeholders
- 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 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 chronic issues in the network
- Make predictive analysis model based on alarms, outages, latency, QoS, Capacity & Utilization trends
- Collect data for further analysis to find patterns of major problems
- Support Data Authority team and automation team in understanding automation/AI/ML requirements
Requirements
- Degree in Engineering preferably in 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
- 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
- Fluent in English
Full Job Posting
About this opportunity
- The Problem Manager is responsible for the quality and integrity of the process Problem Management and will cover 3 areas: Reactive, Proactive and Enhanced Problem Management.
- The Reactive Problem Manager is responsible to find and eliminate the root cause of known incidents.
- The Proactive Problem Manager identifies and resolves problems before incidents occur.
- The Enhance Problem Manager is responsible for prediction, pre identification of outages/alarms in a network based on correlations with the use of data analytical tools.
What you will do
- Conduct post incident review to analyze the problem, identifies root cause of the problem, identify corrective actions and recommend the 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
- Prescribe, and implement pro active preventing methods in problem handling
- Act as owner of Problem Management cases, support implementation of its preventive actions
- 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
- Make predictive analysis model based on alarms, outages, latency, QoS, Capacity & Utilization trends
- Collect data for further analysis to find patterns of major problems
- Support Data Authority team and automation team in understanding automation/AI/ML requirements
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
- Language skills: fluent in English
- Functional Skills: Understanding of Processes, Stakeholder management
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