Problem Manager

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About This Opportunity
We are looking for a proactive and analytical Problem Manager - Core Domain to join our L1 NOC (Network Operations Center) team at Ericsson. In this role, you will be responsible for identifying, analyzing, and managing recurring network problems within the Core network domain, driving root cause analysis (RCA), and implementing permanent fixes to minimize network disruptions. You will work closely with L1, L2, and L3 technical teams, service management stakeholders, and customer teams to ensure problem resolution aligns with SLA commitments and continual service improvement goals. This is a key role in strengthening operational stability and delivering a superior network experience for Ericsson's customers.
What You Will Do
• Own end-to-end problem lifecycle management for Core network domain incidents• Conduct thorough Root Cause Analysis (RCA) for recurring and major incidents• Identify problem trends through incident data analysis and proactive problem detection• Raise and manage Problem Records in the ITSM ticketing system (ServiceNow / BMC Remedy / JIRA)• Drive Known Error identification and maintain the Known Error Database (KEDB) Coordination & Escalation• Collaborate with L1 NOC, L2, and L3 teams to facilitate timely problem investigation and resolution• Coordinate with Core network engineers, field teams, and vendor support for problem closure• Escalate critical or unresolved problems to senior technical leads and management as per the escalation matrix• Interface with the customer / client teams for problem status updates and post-incident reviews Reporting & Documentation• Prepare and deliver high-quality RCA reports and Problem Management reports to internal and external stakeholders• Document workarounds, known errors, and resolution steps in the knowledge base• Maintain accurate problem logs, closure reports, and trend analysis records• Support audit and compliance activities with relevant documentation Continual Service Improvement (CSI)• Analyze problem trends and recurring fault patterns to identify improvement opportunities• Work with operations and technical teams to implement preventive actions and process improvements• Contribute to SLA performance improvement initiatives and reduction of repeat incidents• Participate in service review meetings and provide problem management inputs
What You Will Bring
• Good understanding of Core network technologies - IMS, VoLTE, EPC, 4G/5G Core, CS Core, MSS, MGW, HLR/HSS• Familiarity with telecom network architecture and end-to-end service flow in Core domain• Experience with ITSM tools such as ServiceNow, BMC Remedy, or JIRA• Understanding of alarm monitoring platforms and NMS/EMS tools• Working knowledge of ITIL Problem Management processes
Experience & Qualifications
• 7-15 years of experience in telecom network operations, with at least 5 years in a Problem Management or senior NOC role• Hands-on experience in Core domain fault management, incident analysis, or network support• Strong analytical and troubleshooting skills with the ability to identify patterns across large incident datasets• Excellent written and verbal communication skills for stakeholder reporting and RCA documentation• Bachelor's degree in Engineering (Electronics / Telecommunications / Computer Science) or equivalent
Preferred Qualifications• ITIL Foundation Certification (v3 or v4) preferred• Exposure to 24x7 NOC operations environment• Prior experience in Managed Services / Network Operations for a telecom operator or OEM
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: 786215