Problem Manager

## About the Opportunity

The Problem Manager is responsible for the quality and integrity of the Problem Management process, covering Reactive, Proactive, and Enhanced Problem Management. The role focuses on eliminating root causes of incidents, reducing repeat issues, and minimizing the impact of problems that cannot be prevented. It also drives prediction and prevention of outages and service degradations using data, analytics, and AI-enabled tools, thereby improving overall network and service performance for customers.

## Key Responsibilities

### 1\. Reactive Problem Management

• Lead post-incident reviews and problem analysis for major and recurring incidents.
• Identify and document root causes of problems and recommend corrective actions.
• Propose changes to Change Management, Process Management, and SLA Management to prevent recurrence.
• Maintain and continuously improve the Known Error Database (KEDB) and problem knowledge base.
• Identify and record risks in the network and track them to closure.
• Coordinate with operations teams to ensure timely execution of problem-related actions within SLA.

### 2\. Proactive Problem Management

• Analyze trends in incidents, alarms, and performance KPIs to identify potential problems early.
• Define, recommend, and drive preventive measures to avoid incidents and reduce risk.
• Participate in technical forums and improvement discussions to enhance network performance.
• Analyze and validate network performance reports and create action plans for improvement.
• Identify single points of failure and chronic issues across the network and services.
• Perform detailed outage and service degradation analysis and follow through on improvement actions.

### 3\. Enhanced / AI-Enabled Problem Management

• Use data analytical tools and AI/ML-driven insights to predict and pre-identify outages, alarms, and degradations.
• Correlate alarms, trouble tickets, and work orders to reveal systemic issues and chronic problems.
• Design and drive corrective and preventive actions based on AI-assisted analysis.
• Continuously seek opportunities to automate detection, analysis, and remediation of problems.

### 4\. Stakeholder Management and Governance

• Act as the single point of contact for Problem Management for assigned customers or domains.
• Run regular problem review and lessons-learned meetings with internal and customer stakeholders.
• Provide clear communication on problem status, risks, and actions, including executive-level summaries when needed.
• Ensure adherence to Ericsson Problem Management process, KPIs, and governance requirements.

## 5\. AI, Automation, and Tooling Skills

• Use Copilot (e.g., Microsoft Copilot) to summarize incident histories, generate post-incident reports, and draft action plans and communications.
• Use KIRO insights to correlate operations data, identify chronic issues, and prioritize improvement areas.
• Use ENAT to capture, structure, and reuse knowledge, run advanced queries on problem and incident history, and support proactive analysis.
• Use Glean as an enterprise search and AI assistant to quickly discover relevant documentation, incident reports, problem records, and best practices across repositories.
• Identify opportunities for automation and analytics integration between these tools and existing OSS/BSS/ITSM platforms.
• Promote safe and compliant use of AI tools in line with Ericsson policies and data privacy requirements.

## Required Experience and Competence

### Technical and Process Competence

• Strong practical experience in ITIL Problem Management in telecom, IT, or managed services environments.
• Solid understanding of Incident, Change, and Service Level Management and their interfaces with Problem Management.
• Hands-on experience with monitoring, alarm, ticketing, and reporting tools; ability to interpret complex technical data.
• Proven ability to lead complex problem investigations involving multiple teams and vendors.

### Domain-Specific Skills – RAN, Core, and Cloud

• For RAN: Understanding of radio network architecture, KPIs (e.g., accessibility, retainability, mobility), and typical RAN fault and degradation scenarios.
• For RAN: Experience analyzing cell/sector-level performance, call drops, handover issues, and capacity/coverage-related problems.
• For Core: Knowledge of packet core/5GC, signaling flows, and common control/user plane issues impacting service availability and quality.
• For Core: Experience with call/session setup failures, registration issues, and interoperability problems across nodes and vendors.
• For Cloud: Familiarity with virtualized and cloud-native network functions (VNFs/CNFs), containers, orchestration (e.g., Kubernetes), and underlying cloud infrastructure.
• For Cloud: Experience correlating application/service problems with infrastructure issues (compute, storage, networking) in hybrid or multi-cloud environments.

## AI, Data, and Analytics Competence

• Familiarity with using AI assistants (Copilot, Glean) to accelerate analysis and documentation.
• Experience using KIRO/ENAT dashboards and insights for problem identification and prioritization.
• Comfort working with reports, KPIs, and basic data analysis (trends, correlations, outliers).
• Ability to translate analytical findings into clear, actionable problem statements and remediation plans.

### Behavioural Competence (JS 7 level)

• Provides in-depth expertise in own specialization while understanding adjacent domains.
• Leads cross-functional tasks or small teams for problem investigations with moderate complexity and risk.
• Proactively addresses complex problems beyond existing solutions and drives continuous improvement.
• Communicates complex technical issues in clear, business-relevant language.
• Demonstrates strong ownership, accountability, and customer focus.

## Education and Certifications (Preferred)

• Bachelor’s degree in Engineering, Telecommunications, Computer Science, or equivalent experience.
• ITIL Foundation or higher (Problem Management specialization advantageous).
• Relevant vendor or technology certifications for the assigned network/domain (preferred).
• Recognized certification or structured learning in AI/Data Analytics is an advantage.

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.

We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us

We are proud to announce Ericsson India is ranked 19th among all 50 countries and is once again officially Great Place to Work Certified™ in 2024. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

Primary country and city: India (IN) || Gurgaon

Req ID: 787974