Problem Manager📣 Job Ad

About the Role

Ericsson is seeking a Problem Manager to join our team in Riyadh, Saudi Arabia. This full-time position is central to maintaining the quality and integrity of the Problem Management process, encompassing reactive, proactive, and enhanced problem resolution strategies. The role requires 5-10 years of relevant experience.

Key Focus Areas

The Problem Manager role covers three primary areas to ensure robust network performance and service delivery:

• Reactive Problem Management: Focused on identifying and eliminating the root cause of known incidents, diagnosing issues, and determining resolutions to prevent recurrence and minimize impact.
• Proactive Problem Management: Aims to identify and resolve potential problems before they lead to incidents.
• Enhanced Problem Management: Involves predicting and pre-identifying network outages or alarms using data analytical tools, implementing corrective actions to mitigate service interruption or quality reduction, and contributing to overall network service delivery performance.

Responsibilities

The responsibilities of the Problem Manager include, but are not limited to, the following:

• Reactive Problem Management:
  • Conduct post-incident reviews to analyze problems, identify root causes, determine corrective actions, and recommend changes to relevant management processes.
  • Develop and maintain a comprehensive record of problems, root causes, and solutions in a knowledge base.
  • Identify and record network risks, tracking them through to closure.
  • Organize regular post-incident review and lessons learned meetings with stakeholders.
• Proactive Problem Management:
  • Prescribe and implement proactive prevention methods in problem handling.
  • Act as the owner of Problem Management cases, supporting preventive action implementation and participating in technical discussions for network performance improvement.
  • Analyze and validate network performance reports, preparing action plans for network enhancement.
  • Identify Single Points of Failure and perform detailed outage report analysis.
  • Perform Alarm, Trouble Ticket (TT), and Work Order (WO) correlations to resolve chronic network issues.
• Predictive Problem Management:
  • Develop predictive analysis models based on trends in alarms, outages, latency, QoS, Capacity, and Utilization.
  • Collect and investigate data from various sources to identify patterns of major problems.
  • Seek new solutions or improvements to existing solutions for identified problems.
  • Support Data Authority and automation teams by sharing knowledge of use cases and MOP preparation for automation/AI/ML requirements.

Required Experience

Candidates should possess 5-10 years of experience in a relevant field, demonstrating a strong background in problem management and network operations.

About Ericsson

Ericsson provides opportunities to contribute to building solutions for complex challenges. The company fosters a diverse environment and is committed to being an Equal Opportunity Employer, encouraging individuals from all backgrounds to apply.

Application Information

We invite qualified candidates to submit their applications for this role.