Problem Manager

About the Role

The Problem Manager plays a vital role in ensuring the quality and consistency of the Problem Management process, encompassing three key focus areas: Reactive, Proactive, and Enhanced Problem Management.

Responsibilities

Reactive Problem Management:

• Analyze and determine root causes of known incidents to prevent recurrence and minimize impact where prevention is not possible.
• Conduct post-incident reviews, identify corrective actions, and propose changes affecting change management, process management, or SLA adherence.
• Maintain comprehensive documentation of problems, root causes, and solutions in a knowledge base to reduce repetitive incidents.
• Identify and log network risks, tracking their resolution until closure.
• Organize regular review meetings with stakeholders to discuss lessons learned from incidents.

Proactive Problem Management:

• Implement and advocate preventive measures in problem handling.
• Own Problem Management cases, ensure preventive actions are executed, and engage in technical discussions to enhance network performance.
• Analyze network performance reports and devise improvement plans.
• Identify single points of failure and thoroughly analyze outage reports.
• Correlate alarms, trouble tickets, and work orders to address persistent network issues.

Predictive Problem Management:

• Develop predictive models using data such as alarms, outages, latency, QoS, capacity, and utilization trends.
• Gather and analyze data to detect recurring major issues and patterns.
• Research different data sources to identify major problem patterns.
• Explore and suggest new or improved solutions for problems.
• Collaborate with Data Authority and automation teams to support AI/ML initiatives, including preparation of Method of Procedure (MOP) documents for automation use cases.

Qualifications & Skills

• Bachelor’s degree in Engineering, preferably Electronics, Computer Science, Telecommunications, or equivalent.
• 5 to 12 years of relevant professional experience.
• ITIL certification is required.
• Strong foundational knowledge of telecommunications with expertise in mobile network architectures including 2G, 3G, 4G, and 5G.
• Understanding of key performance indicators (KPIs), degradation analysis, and troubleshooting.
• Familiarity with core network performance and configuration parameters.
• Analytical mindset with capability to synthesize complex information.
• Basic knowledge of Machine Learning, Artificial Intelligence, and Cloud technologies.
• In-depth understanding of service offerings and customer segmentation.
• Proficient in utilizing data analysis, trends, and statistics to drive decisions.
• Leadership abilities focusing on delivering results, meeting customer expectations, and team supervision.
• Fluent communication skills in English.
• Functional expertise in process understanding and stakeholder management.
• Strong interpersonal, persuasive, and presentation skills aimed at fostering a learning culture.
• Values-driven approach with proactivity, resilience under pressure, openness to diverse perspectives, and adherence to ethics and compliance standards.

Why Ericsson?

Joining Ericsson means leveraging your talents to push boundaries and develop groundbreaking solutions addressing some of the toughest global challenges. You'll be part of a diverse team dedicated to innovation and growth. Ericsson values diversity and inclusion highly, believing that varied experiences drive creativity and success. The company is an Equal Opportunity Employer, committed to fostering an environment where everyone can thrive.

Location

Riyadh, Saudi Arabia

Additional Information

Req ID: 788071