About this opportunity:
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.
- The Reactive Problem Manager is responsible to find and eliminate the root cause of known incidents, to diagnose the root cause of incidents and to determine the resolution to related problems in order to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
- The Proactive Problem Manager identifies and resolves problems before incidents occur.
- The Enhance Problem Manager is 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.
What you will do:
Reactive Problem Manager is responsible to:
- Conduct post incident review to analyze the problem, identifies root cause of the problem, identify corrective actions and recommend the changes to change management, process management or SLA management
- 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
- Identify and records risks in the network and track them till closure
- Regular post incident review and lessons learnt meetings with stakeholders
Proactive Problem Manager is responsible to:
- 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 to 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, perform Outage report analysis in details
- Perform Alarm, TT, WO correlations to resolve the chronic issues in the network
Predictive Problem Manager is responsible to:
- Make predictive analysis model based on alarms, outages, latency, QoS, Capacity & Utilization trends
- Collect data for further analysis to find patterns of major problems
- Search/investigate different sources of information to find patterns of major problems
- Seek for possible new solution of problems, or improvement of existing solution
- Problem Manager is responsible to support Data Authority team and automation team in understanding automation/AI/ML requirements, and share knowledge of use cases with domain support. MOP preparation for automation/AI/ML use cases
Join our Team
The skills you bring:
- Degree in Engineering preferably in Electronics, Computer science, Telecommunication or equivalent
- Experience: 5-12 years' experience in the area of expertise
- Certifications: ITIL
- Strong Telecom fundamentals and understanding of Mobile networks Architecture
- Network Architecture in technologies of 2G, 3G, 4G & 5G.
- KPI formulae, KPI degradation and KPI troubleshooting
- Core network performance, configuration parameters interpretation and usage
- Analytical and synthesis capabilities
- Good Understanding of Machine Learning, Artificial Intelligence & Cloud technologies
- Detailed knowledge of Services and customer segmentation
- Apply Expertise & Technology, Data analysis, Trends and statistics
- Leadership skills: Delivering Results & Meeting Customer Expectations, Leading & Supervising
- Language skills: fluent in English
- Functional Skills: Understanding of Processes, Stakeholder management
- Communication Skills: Developed skills in Interpersonal communication, actively contributing knowledge, experiences, and skills to create a learning culture. Persuading & Influencing, Presenting & Communicating Information
- Values and behaviors: Pro-active, able to work under pressure, Result oriented, Remains open minded when approaching problems, considering inputs and available alternatives before making decisions. Consult lesson learned and SMEs
- Adhering to Ethics & Compliance, Principles & Values
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: Saudi Arabia (SA) ||
Req ID: 788071
Skills Required
- Degree in Engineering (Electronics, Computer Science, Telecommunication or equivalent)
- 5-12 years experience in relevant area
- ITIL certification
- Strong telecom fundamentals and mobile network architecture understanding
- Experience with network technologies 2G, 3G, 4G and 5G
- Knowledge of KPI formulae, KPI degradation and KPI troubleshooting
- Core network performance and configuration parameters interpretation
- Analytical and synthesis capabilities; data analysis, trends and statistics
- Good understanding of Machine Learning, Artificial Intelligence and Cloud technologies
- Detailed knowledge of services and customer segmentation
- Leadership skills: delivering results, meeting customer expectations, leading and supervising
- Fluent in English
- Functional skills: process understanding and stakeholder management
- Developed communication skills: interpersonal, presenting, persuading and influencing
- Values and behaviors: proactive, result oriented, able to work under pressure, consult lessons learned and SMEs
- Adherence to ethics and compliance, principles and values
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage includes employer‑verified medical, dental, and vision plans, along with HSAs/FSAs and EAP/mental‑health support. Wellbeing initiatives are highlighted as part of Life at Ericsson.
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Retirement Support — Retirement programs include a 401(k) with company matching that is employer‑verified, with mentions of match levels varying by time and team and pension support in some regions. This is frequently cited as a solid pillar of the package.
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Parental & Family Support — Paid parental leave is described as competitive in many U.S. postings, with examples up to 16 weeks maternity and 6 weeks parental/adoption at 100% pay. Family‑friendly policies and return‑to‑work support are also called out.
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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