Problem and Service Reliability Manager

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Our Exciting Opportunity
We are now looking for a Problem and Service Reliability Manager for our MS Services Delivery team within Ericsson Business Area Financial Services organization.
This role is critical in driving service stability, proactive problem management, and operational reliability across fintech application ecosystems. The selected person will lead service reliability initiatives, ensure seamless operations, and enhance customer satisfaction through robust governance and continuous improvement practices.
The ideal candidate brings 10+ years of experience in IT Operations, with strong exposure to Fintech applications. Experience working with Ericsson Wallet Platform (EWP) and Mobile Money ecosystems is highly desirable.
You will :

• Lead the Problem Management function, ensuring root cause analysis, permanent fixes, and preventive actions are executed timely.
• Drive service reliability improvements, working closely with Application Support, DevOps, Infrastructure, and Vendor teams.
• Implement and govern SRM (Service Reliability Management) frameworks to continuously uplift customer experience.
• Own the service stability dashboard, reliability KPIs, and trend analysis to identify recurring issues.
• Coordinate with L2/L3/Engineering teams for complex incident reviews, ensuring accurate RCA and problem closure.
• Facilitate post-incident reviews (PIR) and champion action tracking to avoid repeat incidents.
• Engage with Operations Excellence regularly to provide updates on chronic issues, reliability KPIs, and improvement plans.
• Work closely with cross-functional teams to drive automation, resilience enhancements, and platform hardening.
• Ensure governance around SLAs, compliance, and operational excellence for all fintech application services.
• Act as a service ambassador, identifying pain points and proposing clear, actionable solutions.
• Manage expectations of stakeholders, ensuring transparency and proactive communication.
• Maintain detailed documentation, trackers, and reports for service reliability and problem management.

To be successful in this role, you must have:

• Strong background in IT Operations and Managed Services ideally supporting financial or telecom applications.
• Hands-on experience in Fintech platforms, digital wallet systems, or transactional application ecosystems.
• Good understanding of Ericsson EWP, Mobile Money architecture, integrations, and operational workflows (desirable).
• Solid experience in Problem Management, including RCA methodologies like 5 Why, Fishbone, Fault Tree, etc.
• Ability to assess business impact and ensure accurate and timely communication during service challenges.
• Excellent governance, reporting, and stakeholder management skills.
• Knowledge of ITIL processes-Incident, Problem, Change, and Service Reliability.
• Strong analytical skills with an ability to interpret logs, trends, and patterns.
• Experience working with ITSM tools (ServiceNow, Remedy, HPSM, etc.).
• Strong communication and interpersonal skills to collaborate with customers, managers, and supporting teams.
• A proactive mindset with a passion to continuously improve services and prevent issues.

Key Qualifications:
Education:

• Engineering Graduate in Computer Science, Information Technology, or related field.

Experience:

• 15+ years in IT Operations, Application Support, or Service Reliability functions.
• Experience in Fintech platforms, digital wallet solutions, or high-availability transaction systems.
• Exposure to Ericsson EWP, Mobile Money, or Telecom Managed Services is an added advantage.

Technical Skills:

• Problem Management & RCA
• Application & Service Reliability
• Fintech Application Operations
• ITIL Processes (Incident/Problem/Change)
• Monitoring tools, logs analysis, dashboarding
• Understanding of Kubernetes, API integrations, Linux, cloud fundamentals
• Automation mindset and familiarity with DevOps concepts

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: India (IN) || Noida
Req ID: 782120