Problem Manager

About this opportunity

Join our team at Ericsson as a Problem Manager. You'll be at the heart of our operation, responsible for overseeing the quality and integrity of our Problem Management process. Your role will span three important areas - Reactive, Proactive, and Enhanced Problem Management, each critical in ensuring a seamless and high-quality service for our customers.

What you will do 

Total of 10 – 15 years of experience .
No repeated incidents in network
Identify, prescribe, and implement pro-active preventing methods in problem handling.
Act as owner of Problem Management cases, support implementation of its preventive actions
Perform Outage report analysis in details
Perform Alarm, TT correlations to resolve the chronic issues in the network.
Collect data for further analysis to find patterns of major problems
Seek for possible new solution of problems, or improvement of existing solution
SPoC and drive implementation of actions in this responsibility area
Should be open for rotational shift .
Must have ITIL certification.

The skills you bring

Key Responsibilities

Reactive: Aims to find and eliminate the root cause of known incidents. Activities required to diagnose the root cause of incidents and to determine the resolution to related problems to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
Proactive: Covers the activities aimed at identifying and resolving problems before incidents occur. Mainly responsible for prediction, pre-identification of outages/alarms in a network based on repeated tickets, Proactive problem analysis and implementation of corrective actions for all type of problems that cause or may cause an interruption to or reduction in the quality of that service. Responsible to indirectly contribute to the overall performance of the network services delivery. By using proactive problem management, we minimise the adverse impacts of incidents and problems in advance on the customer business caused by errors or by other means.
Learning & Recommendations:  Track learning from one incident is implemented in all applicable nodes and regions. Also ensuring GOLS message released are implemented across all applicable nodes. Regular post incident review and lessons learnt meetings with stakeholders and floating tracker of same regularly
Root Cause Analysis: Track root cause of all critical repeated incidents in network tracking by doing follow-up call based on CSR etc with all stake holders
Automation:  Identify automation use case to reduce trouble tickets using mate / enable tools by alarm correlation and tally count methodology
Weekly / Monthly Presentation: Prepare weekly / Monthly presentation to show cause improvements, new automations, 3PP issues, top recurring issues, outages, RCA & Support required
ZLD Optimization: Working on ZLD optimization to ensure 100% node monitoring is happening via tools and to avoid fake tickets
Reporting / Knowledge Database: Contribute to develop and maintain good record of problems, root cause and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents