Problem Manager - Core Job at Ericsson (Noida)

Job Description

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.

Job Responsibility

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

Requirements

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
7-15 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

Nice to have

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

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Problem Manager - Core

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