ESN Problem Manager

  • Ericsson
  • Reading, UK
  • 19/08/2020
Full time Data Science Data Analytics Big Data Statistics

Job Description

Date: Aug 17, 2020

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.

Come, and be where it begins.

Job Summary

This is a key role within the Emergency Services Network (ESN) service management team. The individual is responsible for ensuring in-depth analysis and trending of incidents and events which impact the service. Owning and driving the necessary actions to address underlying causes and risks.

You will be working closely with technical teams and help to continually develop the understanding of performance and implement “close loop assurance” and “exception management” which will support the drive to reduce cost and improve service delivery.

Key Qualifications

  • Education: HNC/HND within Electrical Engineering, Telecommunication Engineering, Computer Science, Computer Engineering or equivalent
  • Min 4 years of experience working within an Operational or Service Management role.

Key Responsibilities

  • Leading Problem management investigations affecting the ESN network or service ensuring identification of primary and secondary root causes, recording, tracking and management of actions.
  • Leading and managing specific projects and activities identified through problem management, data analytics or assigned by stakeholders.
  • Crafting or updating process documentation to reflect changes in handling of customer escalations or queries, were vital highlighting significant gaps or changes to the MSDM Problem Manager.

Additional Requirement

  • Creation and review of reports based on root cause investigations which provide the key details relating to the problem, its impact, relevant actions which have or need to be taken and potential or actual risks.
  • Maintaining a constant high-level awareness of key KPIs and service performance.
  • Development and improvement across all aspects of the delivery (Ways of working, management of work stack, customer interface and management, 3PP engagement, performance of delivery units, automation etc).

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: United Kingdom (GB) || || Reading || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Job details: Problem Manager