Proactive Problem Manager

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About this opportunity:

The Improvement & Performance Manager-Packet Core for Service Line Operate Service Improvement is a key position reporting to the Manager-Service Improvement. Its responsible for identifying, drive, support and facilitate efficient & effective transformations/changes-from business needs to business results, delivering improved customer, operational and/or financial performance impact or required culture changes. 

What you will do:

• Drive improvement projects in MS contracts/delivery organization with defined tangible business targets aiming at cost reduction, improved customer experience, network performance.


• Accountable for WO/ticket/alarm reduction initiatives per contract


• Perform Alarm, TT, WO correlations to resolve the chronic issues in the network. Validate and analyze the network performance reports & prepare action plan for network improvement.


• Participate in technical discussions in view to improve overall network performance and make recommendations wherever possible from the problem management perspective.


• Propose and ensure best practices are followed within all related functions


• Perform KPI Trend monitoring and post-deviation analysis.


• Identify, prescribe, and drive the implementation of pro-active prevention methods in problem handling.


• Drive maintains and track actions undertaken to drive improvements following governance methods.


• Identify SPOF and drive mitigation plans to minimize impact.


• Maintain RISK register for the identified risks and drive them to minimize impact or mitigation.


• Collaborate with Data Analytics teams to build models to drive prescriptive insights.


• Propose predictive analytic model based on alarms/outages, QoS based on Capacity & Utilization trends.


• To continuously engage the operations team and other teams to provide timely closure for actions.


• To prioritize problems based on the risk, impact and severity


• Contribute to develop and maintain good record of problem, root cause and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents due to same problem.

The skills you bring:

• Must have knowledge of 4G/5G network architecture, call flow and interfaces, ability to analyse call flow traces and resolution of customer complaints. 


• Should have knowledge of data analytic tools like Power BI,TABLEAU, MS Excel etc.


• Should have ability to drive the projects/assignment independently as per customer requirement.


• Must have analytical skills to identify improvement area in customer network and suggest required solution for the same in proactive manner.


• Must have presentation skill and Service Related KPI’s and User perception understanding.


• Understanding of Machine Learning, Artificial Intelligence and Automation.


• Ability to perform new Project ORQ (operation request) assessment & KPI analysis after new change implementation in network.


• EBP (Ericsson Business Process and Finance Processes).