Problem Manager - Packet Core

About This Opportunity

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.

What You Will Do

 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

What You Will Bring

 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

Experience & Qualifications

 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

Preferred Qualifications
 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