About the Chance:
The Problem Manager is responsible for the quality and integrity of the Problem Management process, covering Reactive, Proactive, and Enhanced Problem Management. The role focuses on eliminating root causes of incidents, reducing repeat issues, and minimizing the impact of problems that cannot be prevented. It also drives prediction and prevention of outages and service degradations using data, analytics, and AI-enabled tools, thereby improving overall network and service performance for customers.

Key Responsibilities:
1. Reactive Problem Management:
- Lead post-incident reviews and problem analysis for major and recurring incidents.
- Identify and document root causes of problems and recommend corrective actions.
- Propose changes to Change Management, Process Management, and SLA Management to prevent recurrence.
- Maintain and continuously improve the Known Error Database (KEDB) and problem knowledge base.
- Identify and record risks in the network and track them to closure.




- Coordinate with operations teams to ensure timely execution of problem-related actions within SLA.

2. Proactive Problem Management:
- Analyze trends in incidents, alarms, and performance KPIs to identify potential problems early.
- Define, recommend, and drive preventive measures to avoid incidents and reduce risk.
- Participate in technical forums and improvement discussions to enhance network performance.
- Analyze and validate network performance reports and create action plans for improvement.
- Identify single points of failure and chronic issues across the network and services.
- Perform detailed outage and service degradation analysis and follow through on improvement actions.

3. Enhanced / AI-Enabled Problem Management:
- Use data analytical tools and AI/ML-driven insights to predict and pre-identify outages, alarms, and degradations.
- Correlate alarms, trouble tickets, and work orders to reveal systemic issues and chronic problems.
- Design and drive corr

📌 Problem Manager (Gurugram)
🏢 Ericsson
📍 Gurugram