Problem Manager

At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

Technical/Soft Skills


•Bachelor level, in engineering (IT, Telecom)
•A minimum 3 years work experience in IT/Telecom
•Knowledge of Telecom/ICT (Mobile network architecture, BSS, Cloud)
•Knowledge of IS/IT applications and software development lifecycles is a plus
•Knowledge of Managed Service telecom operations practice
•Ability to track tasks, make assignments, and deliver on commitment dates.
•Effectively interaction with various levels of management and customers
•Problem Management experience is a plus
•ITIL Certification is a plus.
•Very good communication and reporting skills
•Excellent analytical skills
•Self-driven, self-motivated, ambitious, effective and efficient
•Proven leadership skills in a high paced environment
•Proven ability to build relationships and work across matrix teams, building consensus
•Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint
•Good English communication skills, clear, concise, both verbal and written. French would be a plus.
•Proven effective coordinator and facilitator skills.
•Project Management knowledge would be a plus.

Main accountabilities – you will:


•Be responsible for the complete Problem Management process adherence and handling of problems according to SLAs
•Involve and lead support teams for Root Cause Analysis and problem resolution
•Be accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
•Ensure that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered towards the customer within an agreed deadline
•Ensure quality of Known Error record and the Knowledge Database
•Drive and facilitate identification of permanent solutions, to eliminate the causes, or problem workarounds, to minimize the impact of incidents that cannot be prevented
•Monitor progress on the resolution of Known Errors and follow-up on the corrective actions implementation.
•Ensure all Problem Management activities are documented
•Proactive in identification of possible problems before incidents occur. In order to achieve this, alarms, tickets, incidents trend analysis can be performed.
•Work closely and support Incident Management process activities

What we offer


•We will value your competences
•You will work in a dynamic company along with the smartest people in the industry
•You will benefit from a wide range of learning and transfer knowledge from/to your colleagues
•You will have access to latest technology and support to showcase your bright ideas
•You will enjoy Ericsson’s ways of working that value the importance of work life balance
•Benefits package: including premium healthcare & gym subscriptions
•You will be part of an active community via Brand Ambassadors, CSR Activities, Sports Teams etc.