Problem Manager- CS Core

Ericsson GmbH; Dadri; On-site; INR 1,800,000 - 3,400,000; Full time

Job summary

Ericsson GmbH in India seeks a proactive Problem Manager – Core Domain to own end-to-end problem lifecycle for Core network Incidents, drive RCA, and implement permanent fixes to reduce outages. You will collaborate with L1/L2/L3 teams, service management, and customers to align with SLAs.

The role focuses on CSI, known error management, and maintaining the KEDB, with strong ITIL knowledge and experience in ServiceNow or similar ITSM tools.

Qualifications

• Bachelor's degree in Engineering or equivalent.
• 5–10 years telecom network ops, with 5+ in Problem Management.
• Strong RCA and data analysis skills.
• Excellent written and verbal communication.

Responsibilities

• Own end-to-end problem lifecycle management for Core network incidents.
• Conduct RCA for recurring and major incidents.
• Coordinate with L1/L2/L3 teams and vendors for problem closure.
• Prepare RCA and problem management reports for stakeholders.
• Maintain Known Error Database (KEDB) and problem logs.

Skills

Core network technologies

ITSM tools

Alarm monitoring platforms

ITIL Problem Management

Data analysis & RCA

Education

Bachelor's degree in Engineering (Electronics / Telecommunications / Computer Science) or equivalent

Tools

ServiceNow

BMC Remedy

JIRA

Job description

Join our Team

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

Problem Management & RCA

• 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)

Coordination & Escalation

• 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

Reporting & Documentation

• 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

Continual Service Improvement (CSI)

• 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

Technical Skills

• 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 supportStrong 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