Our Exciting Opportunity
We are now looking for a Problem and Service Reliability Manager for our MS Services Delivery team within Ericsson Business Area Financial Services organization.
This role is critical in driving service stability, proactive problem management, and operational reliability across fintech application ecosystems. The selected person will lead service reliability initiatives, ensure seamless operations, and enhance customer satisfaction through robust governance and continuous improvement practices.
The ideal candidate brings 10+ years of experience in IT Operations, with strong exposure to Fintech applications. Experience working with Ericsson Wallet Platform (EWP) and Mobile Money ecosystems is highly desirable.
You will :
- Lead the Problem Management function, ensuring root cause analysis, permanent fixes, and preventive actions are executed timely.
- Drive service reliability improvements, working closely with Application Support, DevOps, Infrastructure, and Vendor teams.
- Implement and govern SRM (Service Reliability Management) frameworks to continuously uplift customer experience.
- Own the service stability dashboard, reliability KPIs, and trend analysis to identify recurring issues.
- Coordinate with L2/L3/Engineering teams for complex incident reviews, ensuring accurate RCA and problem closure.
- Facilitate post-incident reviews (PIR) and champion action tracking to avoid repeat incidents.
- Engage with Operations Excellence regularly to provide updates on chronic issues, reliability KPIs, and improvement plans.
- Work closely with cross-functional teams to drive automation, resilience enhancements, and platform hardening.
- Ensure governance around SLAs, compliance, and operational excellence for all fintech application services.
- Act as a service ambassador, identifying pain points and proposing clear, actionable solutions.
- Manage expectations of stakeholders, ensuring transparency and proactive communication.
- Maintain detailed documentation, trackers, and reports for service reliability and problem management.
To be successful in this role, you must have:
- Strong background in IT Operations and Managed Services ideally supporting financial or telecom applications.
- Hands-on experience in Fintech platforms, digital wallet systems, or transactional application ecosystems.
- Good understanding of Ericsson EWP, Mobile Money architecture, integrations, and operational workflows (desirable).
- Solid experience in Problem Management, including RCA methodologies like 5 Why, Fishbone, Fault Tree, etc.
- Ability to assess business impact and ensure accurate and timely communication during service challenges.
- Excellent governance, reporting, and stakeholder management skills.
- Knowledge of ITIL processes-Incident, Problem, Change, and Service Reliability.
- Strong analytical skills with an ability to interpret logs, trends, and patterns.
- Experience working with ITSM tools (ServiceNow, Remedy, HPSM, etc.).
- Strong communication and interpersonal skills to collaborate with customers, managers, and supporting teams.
- A proactive mindset with a passion to continuously improve services and prevent issues.
Key Qualifications:
Education:
- Engineering Graduate in Computer Science, Information Technology, or related field.
Experience:
- 15+ years in IT Operations, Application Support, or Service Reliability functions.
- Experience in Fintech platforms, digital wallet solutions, or high-availability transaction systems.
- Exposure to Ericsson EWP, Mobile Money, or Telecom Managed Services is an added advantage.
Technical Skills:
- Problem Management & RCA
- Application & Service Reliability
- Fintech Application Operations
- ITIL Processes (Incident/Problem/Change)
- Monitoring tools, logs analysis, dashboarding
- Understanding of Kubernetes, API integrations, Linux, cloud fundamentals
- Automation mindset and familiarity with DevOps concepts
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Noida
Req ID: 782120
Skills Required
- Strong background in IT Operations and Managed Services supporting telecom applications
- Hands-on experience in Fintech platforms and digital wallet ecosystems
- Proficient in Problem Management, including RCA methodologies like 5 Why and Fishbone
- Strong communication and interpersonal skills for team collaboration
- Experience with ITSM tools (e.g., ServiceNow, Remedy)
- Education: Engineering Graduate in related field
- 15+ years in IT Operations or Service Reliability functions
- Knowledge of ITIL processes related to Incident, Problem, Change
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Retirement Support — The U.S. 401(k) includes an automatic 3% company contribution plus matching (100% of the first 3% and 50% of the next 2%) with immediate vesting. An employee stock purchase plan and legacy pensions in some groups strengthen long‑term savings.
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Leave & Time Off Breadth — Generous PTO, paid holidays, sick time, bereavement leave, and a dedicated volunteer day are offered. Time‑off allotments can increase with tenure and are complemented by hybrid work where roles allow.
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Healthcare Strength — Medical, dental, vision, and mental‑health support are part of a comprehensive health and wellbeing offering. Wellness initiatives such as onsite gyms, fitness classes, and EAP access are available in certain locations.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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