Job Title: Problem Manager
Ericsson – Lagos, Lagos, NG
Req ID: 92722
Ericsson Overview
Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.
Job Summary
This Job Role is responsible for the coordination, management and execution of proactive and reactive maintenance activities that require a higher level of support that the one offered by the 1st Level Operations. This shall ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Responsibilities
Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs/WLAs
Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
Is responsible for acting as an escalation point to expedite problem resolution
Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
Ensures that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered
Ensures quality of Known Error record and the Knowledge Database
Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary
Conducts Post Mortem Resolution Review of critical incidents and problems and supports the follow up of their activities together with Customer Operations Manager, Service Delivery Manager or MSIP Operations Assurance.
Ensures that Problem Management KPIs are reported and their targets met
Drive and facilitate identification of permanent solutions to eliminate the causes or workarounds to minimize the impact of incidents that cannot be prevented
Raise RFC for clearing known errors and solution is found and work closely with Change Management to ensure correct resolution for the raised changes
Monitor progress on the resolution of Known Errors and follow-up on the corrective actions implementations. Request Post Implementation Reviews is necessary.
Ensure all problem management activities are documented in ONE TM Problem Management or Problem Management Tool and maintain updated records in the Known Error Database.
Proactive in identification of possible problems before incidents occur. In order to achieve this, alarms, tickets, incident trend analysis can be performed.
Track and communicate status of problem resolution efforts. Report RCA conclusions and support reporting activities.
Work closely with process teams to develop and maintain up to date Problem Management procedures and Job Aids
Ensure SLA Fulfillment for all the problem management related activities.
Develop and promote the effective functioning of problem management activities across all of GSC areas.
Work closely and support Incident Management process activities. Ensure the same categorization, impact and priority coding systems are used for effective and consistent communication in order to facilitate the trending analysis for proactive identification of problems.
Provide coaching to 1st and 2nd Level Assurance teams, support teams and business users on processes and problem tracking tools and tasks.
Deliverables
Root Cause Analysis reports
Problem Management Input in Major Incident Reports
Known Errors
Problem Management performance/governance reports
Documented Problem Tickets
Flexible and responsive to changing work patterns and demands.
Demonstrated ability to quickly understand complex systems, holistic approach.
Ability to work on many tasks simultaneously in a high-pressure environment
Knowledge sharing skills by actively contributing knowledge, experience and skills to create a learning culture
Continual Service Improvement approach
Soft Skills Profile
Self-driven, self-motivated, ambitious, effective, and efficient in customer service skills
Proven leadership skills in a high paced environment
Proven ability to build relationships and work across matrix teams, building consensus
Excellent analytical skills
Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint
Experience of Enterprise Level applications and infrastructures supported by IT teams.
Knowledge (accreditation) of the ITIL V3 framework
Good English communication skills, clear, concise, both verbal and written
Proven effective coordinator and facilitator skills.
Project Management knowledge would be a plus.
Education
Degree within Electrical Engineering/ Telecommunication Engineering/ Computer Science / Computer Engineering or equivalent
Mandatory Requirements
A minimum of three years of experience as 1st / 2nd Level Assurance Operations in an operations/services/technology environment.
Good understanding of the Ericsson Service Delivery Processes for Managed Services and Hosting
Good understanding of New MSTOP processes and definitions, of MSDP tools and of the MS Governance Model.
Ability to track tasks, make assignments, and deliver on commitment dates.
Effectively interact with various levels of management and customers
ITIL Problem Management experience is a plus
ITIL Foundation Certification is a plus.
Good communication and reporting skills
Competency in process development, execution, and administration
Strong root cause analysis, problem solving, and analytical skills
Knowledge of Telecom (Radio, Access, Core, Transport)
Knowledge of IS/IT applications and software development lifecycles
Project Management basic knowledge
How to Apply
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