Problem Manager (Full time)

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The Problem Manager is responsible for the quality and integrity of the process Problem Management and will cover 3 areas: Reactive, Proactive and Enhanced Problem Management.

• Reactive Problem Management: Aims to find and eliminate the root cause of known incidents. Activities required to diagnose the root cause of incidents and to determine the resolution to related problems to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

  Proactive Problem Management: Covers the activities aimed at identifying and resolving problems before incidents occur.

  Enhanced Problem Management: Mainly responsible for prediction, pre-identification of outages/alarms in a network based on correlations with the use of data analytical tools, Proactive problem analysis and implementation of corrective actions for all type of problems that cause or may cause an interruption to or reduction in the quality of that service. Responsible to indirectly contribute to the overall performance of the network services delivery. By using enhance problem management we minimize the adverse impacts of incidents and problems in advance on the customer business caused by errors or by other means.

  Reactive Problem Management:

  • Conduct post incident review to analyze the problem.
  • Identify root cause of the problem
  • Identify corrective actions and recommend the changes to change management, process management or SLA management
  • Contribute to develop and maintain good record of problems, root cause and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents.y

  Proactive Problem Management :

  • Identify, prescribe, and implement pro-active preventing methods in problem handling
  • Act as owner of Problem Management cases, support implementation of its preventive actions
  • Participate in internal technical discussions improve overall network performance and recommend improvements
  • Analyze and validate the network performance reports & prepare action plan for network improvement
  • Identify Single Point of Failure in network

• • Ericsson Operations Engine - Mode Of Operations
  • Overall understanding of Automation
  • Incident management
  • ITSM Framework
  • Corrective And Preventive Action
  • Network Performance
  • Predictive Modeling

• Negotiable

• 3 years

• OTHERS

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