Problem Manager

## Grow with us

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, to diagnose the root cause of incidents and to determine the resolution to related problems in order to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
• 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, 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 enhance problem management we minimize the adverse impacts of incidents and problems in advance on the customer business caused by errors or by other means.

What you will do:

Reactive Problem Manager is responsible to:

• Conduct post incident review to analyze the problem, identifies root cause of the problem, identify corrective actions and recommend the changes to change management, process management or SLA management
• 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
• 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 is responsible to:

• Prescribe, and implement pro-active preventing methods in problem handling
• Act as owner of Problem Management cases, support implementation of its preventive actions, participate in internal technical discussions to improve overall network performance and recommend improvements
• 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 is responsible to:

• 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
• Problem Manager is responsible to support Data Authority team and automation team in understanding automation/AI/ML requirements, and share knowledge of use cases with domain support. MOP preparation for automation/AI/ML use cases

## Join our Team

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
• Language skills: fluent in English
• Functional Skills: Understanding of Processes, Stakeholder management
• Communication Skills: Developed skills in Interpersonal communication, actively contributing knowledge, experiences, and skills to create a learning culture. Persuading & Influencing, Presenting & Communicating Information
• Values and behaviors: Pro-active, able to work under pressure, Result oriented, Remains open minded when approaching problems, considering inputs and available alternatives before making decisions. Consult lesson learned and SMEs
• Adhering to Ethics & Compliance, Principles & Values

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.

Primary country and city: Saudi Arabia (SA) ||

Req ID: 788071