Problem Manager

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

We are looking for a Problem Manager – Core Domain to join our L1 NOC team at Ericsson in Noida, India. You will be responsible for managing the end-to-end problem lifecycle, conducting root cause analysis (RCA), and implementing permanent fixes to minimize network disruptions within the Core network domain. This role requires a good understanding of Core network technologies and ITSM tools, with 5-10 years of experience in telecom network operations, including at least 5 years in a Problem Management or senior NOC role.

Responsibilities

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)
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
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
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

Requirements

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
5-10 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

Desired 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

Benefits

Outstanding opportunity to use your skills and imagination to push the boundaries of what’s possible.
Build solutions never seen before to some of the world’s toughest problems.
Be challenged, but not alone.
Joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Skills

ITILServiceNowBMC RemedyJIRAVoLTEIMSEPC4G/5G Core

#Network Operations#Problem Management#Core Network#ITSM#NOC#Root Cause Analysis#SLA

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

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