Problem Manager- IMS Core

Technology, Data & Digital · Software & Web Development · Software Engineering · Network Administration

In short

Ericsson is seeking a proactive Problem Manager for their L1 NOC team in Noida, India. The role involves managing the end-to-end problem lifecycle for Core network domain incidents, conducting Root Cause Analysis (RCA), and implementing permanent fixes. This position requires 7-15 years of experience in telecom network operations with strong analytical and ITSM tool skills.

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 for 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
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
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
7-15 years of experience in telecom network operations
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
Challenged, but not alone
Joining a team of diverse innovators
Chance to craft what comes next

Skills

IMSVoLTEEPC4G5GCS CoreMSSMGWHLRHSSServiceNowBMC RemedyJIRAITIL

#NOC#Core network#Problem Management#RCA#ITSM#Telecom

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