The Job

Problem and Service Reliability Manager

Teknik, data och digitalt · IT-infrastruktur och säkerhet · DevOps · Mjukvaruutveckling · Site reliability engineering

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I korthet

Ericsson is seeking a Problem and Service Reliability Manager in Noida, India, to lead service stability and proactive problem management for fintech applications. This role involves driving reliability initiatives, implementing SRM frameworks, and ensuring seamless operations to enhance customer satisfaction.

Ansvarsområden

  • 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.

Krav

  • 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.
  • Strong analytical skills with an ability to interpret logs, trends, and patterns.
  • Experience working with ITSM tools (ServiceNow, Remedy, HPSM, etc.).

Önskade kvalifikationer

  • Engineering Graduate in Computer Science, Information Technology, or related field.
  • 10+ 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.
  • 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.

Förmåner

  • Outstanding opportunity to use skills and imagination to push the boundaries of what's possible.
  • Chance to build solutions never seen before to some of the world's toughest problems.
  • Challenging environment but not alone; joining a team of diverse innovators.
  • Encouraging a diverse and inclusive organization.
  • Championing diversity in everything we do.
  • Collaborating with people with different experiences drives innovation.
#Problem Management#Service Reliability#IT Operations#Managed Services#Fintech#Ericsson Wallet Platform#Mobile Money#RCA#ITIL#DevOps
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Företag

Ericsson

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Noida, India

Kvalifikation

Kandidatexamen, Ingen formell utbildning

Sökande

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