Problem Manager

Ericsson; Dadri; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Ericsson is seeking a proactive Problem Manager – Core Domain for the L1 NOC in Noida, India. You will own the problem lifecycle, conduct RCA, and drive permanent fixes to minimize outages.

You will work with L1/L2/L3 teams and customers to ensure timely resolutions and SLA adherence. Ideal candidates have 5–10 years in telecom operations, experience with ITSM tools (ServiceNow, BMC Remedy, JIRA), and a strong ITIL foundation.

Qualifications

• 5-10 years of telecom network operations experience, with at least 5 years in Problem Management or senior NOC roles.
• Bachelor's degree in Engineering (Electronics / Telecommunications / Computer Science) or equivalent.
• Familiarity with ITSM processes and ITIL practices.

Responsibilities

• Own end-to-end problem lifecycle management for Core network domain incidents.
• Conduct thorough Root Cause Analysis (RCA) for recurring incidents.
• Identify problem trends through incident data analysis and proactive detection.
• Raise and manage Problem Records in ITSM systems (ServiceNow / BMC Remedy / JIRA).
• Drive Known Error identification and maintain the Known Error Database (KEDB).
• Collaborate with L1/L2/L3 teams to facilitate investigation and resolution.
• Coordinate with customers for problem status updates and post-incident reviews.
• Prepare RCA and problem management reports for internal and external stakeholders.
• Document workarounds, known errors, and resolution steps in the knowledge base.

Skills

Core network knowledge

RCA analysis

Analytical thinking

Stakeholder reporting

Education

Bachelor's in Engineering (Electronics / Telecommunications / CS)

Tools

ServiceNow

BMC Remedy

JIRA

Job description

About This Opportunity

We are looking for a proactive and analytical Problem Manager – Core Domain to join our L1 NOC (Network Operations Center) team at Ericsson. In this role, you will be responsible for identifying, analyzing, and managing recurring network problems within the Core network domain, driving root cause analysis (RCA), and implementing permanent fixes to minimize network disruptions. You will work closely with L1, L2, and L3 technical teams, service management stakeholders, and customer teams to ensure problem resolution aligns with SLA commitments and continual service improvement goals. This is a key role in strengthening operational stability and delivering a superior network experience for Ericsson's customers.

What You Will Do

• 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

What You Will Bring

• 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

Experience & Qualifications

• 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

Preferred 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

All academic credentials must be from recognized and accredited institutions and are further subject to verification.

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. Ericsson is proud to be an Equal Opportunity Employer.

Primary country and city: India (IN) || Noida