Proactive Problem Manager

Ericsson; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Ericsson Noida is seeking a Proactive Problem Manager for Packet/CS Core and RAN to drive service improvement across the network. You will analyze alarms, correlations and trends to reduce faults, enhance customer experience and network performance.

The role requires independent project execution, strong data analytics skills and excellent communication to coordinate cross-functional teams. You will collaborate with Data Analytics and operations to implement proactive prevention methods and

Qualifications

• 4G/5G network architecture knowledge and call flow analysis.
• Proficient with data analytics tools such as Power BI, Tableau, MS Excel.
• Ability to drive projects independently per customer requirements.
• Strong analytical skills to identify improvements in customer networks proactively.
• Good presentation skills and KPI/user perception understanding.
• Familiarity with Machine Learning, Artificial Intelligence and Automation concepts.
• Experience in assessing and evaluating new Project ORQ and KPI analyses after changes.
• Understanding Ericsson Business Processes (EBP) and finance processes.

Responsibilities

• Drive improvement projects in MS contracts/delivery with tangible targets for cost savings and performance.
• Accountable for WO/ticket/alarm reduction initiatives per contract.
• Analyze alarms, TT, and WO correlations to resolve chronic network issues and plan improvements.
• Participate in technical discussions to enhance network performance from the problem management perspective.
• Propose and ensure best practices across related functions.
• Monitor KPIs and perform post-deviation analysis.
• Identify and implement proactive prevention methods in problem handling.
• Track actions and governance-compliant improvements.
• Identify SPOF and drive mitigation to minimize impact.
• Maintain risk register and drive mitigation strategies.
• Collaborate with Data Analytics teams to build prescriptive insights models.
• Propose predictive analytics based on outages and QoS trends.
• Engage operations and other teams to ensure timely closure of actions.
• Prioritize problems by risk, impact, and severity.
• Maintain knowledge base with root causes and solutions to prevent repeats.

Job description

About this opportunity

The Proactive Problem Manager for Packet/CS Core and RAN for Service Line Operate Service Improvement is a key position reporting to the Manager-Service Improvement. Its responsible for identifying, drive, support and facilitate efficient & effective transformations/changes-from business needs to business results, delivering improved customer, operational and/or financial performance impact or required culture changes.

What you will do

• Drive improvement projects in MS contracts/delivery organization with defined tangible business targets aiming at cost reduction, improved customer experience, network performance.


• Accountable for WO/ticket/alarm reduction initiatives per contract


• Perform Alarm, TT, WO correlations to resolve the chronic issues in the network. Validate and analyze the network performance reports & prepare action plan for network improvement.


• Participate in technical discussions in view to improve overall network performance and make recommendations wherever possible from the problem management perspective.


• Propose and ensure best practices are followed within all related functions


• Perform KPI Trend monitoring and post-deviation analysis.


• Identify, prescribe, and drive the implementation of pro-active prevention methods in problem handling.


• Drive maintains and track actions undertaken to drive improvements following governance methods.


• Identify SPOF and drive mitigation plans to minimize impact.


• Maintain RISK register for the identified risks and drive them to minimize impact or mitigation.


• Collaborate with Data Analytics teams to build models to drive prescriptive insights.


• Propose predictive analytic model based on alarms/outages, QoS based on Capacity & Utilization trends.


• To continuously engage the operations team and other teams to provide timely closure for actions.


• To prioritize problems based on the risk, impact and severity


• Contribute to develop and maintain good record of problem, root cause and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents due to same problem.

The skills you bring

• Must have knowledge of 4G/5G network architecture, call flow and interfaces, ability to analyse call flow traces and resolution of customer complaints.


• Should have knowledge of data analytic tools like Power BI,TABLEAU, MS Excel etc.


• Should have ability to drive the projects/assignment independently as per customer requirement.


• Must have analytical skills to identify improvement area in customer network and suggest required solution for the same in proactive manner.


• Must have presentation skill and Service Related KPI’s and User perception understanding.


• Understanding of Machine Learning, Artificial Intelligence and Automation.


• Ability to perform new Project ORQ (operation request) assessment & KPI analysis after new change implementation in network.


• EBP (Ericsson Business Process and Finance Processes).

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.

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