Join our Team

Our Exciting Opportunity

We are now looking for a Problem and Service Reliability Manager for our MS Services Delivery team within Ericsson Business Area Financial Services organization.

This role is critical in driving service stability, proactive problem management, and operational reliability across fintech application ecosystems. The selected person will lead service reliability initiatives, ensure seamless operations, and enhance customer satisfaction through robust governance and continuous improvement practices.

The ideal candidate brings Experience working with Ericsson Wallet Platform (EWP) and Mobile Money ecosystems is highly desirable.

What you will do:

Lead the Problem Management function, ensuring root cause analysis, permanent fixes, and preventive actions are executed timely.
Drive service reliability improvements, working closely with Application Support, DevOps, Infrastructure, and Vendor teams.
Implement and govern SRM (Service Reliability Management) frameworks to continuously uplift customer experience.
Own the service stability dashboard,



reliability KPIs, and trend analysis to identify recurring issues.
Coordinate with L2/L3/Engineering teams for complex incident reviews, ensuring accurate RCA and problem closure.
Facilitate post-incident reviews (PIR) and champion action tracking to avoid repeat incidents.
Engage with Operations Excellence regularly to provide updates on chronic issues, reliability KPIs, and improvement plans.
Work closely with cross-functional teams to drive automation, resilience enhancements, and platform hardening.
Ensure governance around SLAs, compliance, and operational excellence for all fintech application services.
Act as a service ambassador, identifying pain points and proposing explicit, actionable solutions.
Manage expectations of stakeholders, ensuring transparency and proactive communication.
Maintain detailed documentation, trackers, and reports for service reliability and problem management.

📌 Problem and Service Reliability Manager (Noida)
🏢 Ericsson
📍 Noida