Proactive Problem Manager

Job description

About this opportunity: The Proactive Problem Manager-CS 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, CS core, 5G core IMS, alarm life cycle, data analytics 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 KPIs 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)