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Problem manager

Noida, India
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Job Description

Date: Oct 24, 2018

Problem Manager

 

 

 

  1. Abstract

This document outlines the job description for Problem Manager within the Managed Service Delivery Services.     

2               Position

Problem Manager – Core-Operations

3               Job Title

 Problem Manager - Operations

4Reports To

Reports to Head of Problem Management

5               Responsibilities

As part of GNOC-India, managed services operations team, Problem Manager is mainly responsible for identification, 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.

The Problem Manager holds the responsibility to indirectly contribute to the overall performance of the network services delivery by way of effective problem management by minimising the adverse impacts of incidents and problems on the customer business caused by errors or by other means.

The position responsible will be required:

  • To ensure incident details are captured in a standard, methodical and comprehensive way for problem analysis by engaging incident management team and Operations team.
  • To ensure incidents are analyzed and gaps, improvements are indentified from technical, process, SLA and contract perspective.
  • To continuously engage the operations team and other teams to provide timely resolutions to the problem.
  • To validate whether the corrective actions implemented are meeting the requirements.
  • To prioritize problems based on the risk, impact and severity
  • To delegate the tasks efficiently with in the operations team so as to meet SLAs well within the time limits for deliverables.
  • To coordinate with PQM/SDM and internal customer organization for ensuring that all customer deliverables related to the functions are dispensed with in timelines.
  • Conduct post incident review to analyse the problem
  • Identify root cause of the problem
  • Identify corrective actions and recommend the changes to change management, process management or SLA management.
  • 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.
  • Create awareness of the corrective actions to be employed for prevention of the problem.
  • Identify, prescribe and implement pro-active prevention methods in problem handling.
  • To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible from the problem management perspective.
  • To ensure correct working methodology governed by the work instruction outlined for problem management.
  • To ensure high motivation level and well being of all their staff in terms of working environment and conditions of employment.
  • To support development of processes and measurement of the performance of the problem management processes on regular basis.
  • To provide the management with reports of performance on a scheduled basis.
  • To ensure security responsibility is properly understood and followed.
  • To ensure security is implemented and maintained in accordance with Security and Risk Management directives.
  • To ensure best practices are followed within the operation organization.
  • That significant incident are reported to the security responsible and to other parties concerned and when appropriate escalated to senior management.
  • Employee performance and satisfaction of the assigned employees.
  • Conduct performance evaluations, recommending promotions and discipline, as well as hiring decisions.
  • To participate and support the inception of new functions to improve the operations and processes related to operations.

 

 

6               Authorities

  • To engage right people with right skills from operations teams to find root cause and corrective action for the problems.
  • To prioritize problems based on the risk, impact and severity
  • To initiate, support and implement uniform organisational processes in problem handling.
  • To contribute to the use of standard methods and procedures for daily operations needs in accordance with the processes.
  • To trigger/initiate changes in the processes and team structure as and when required.
  • To review performance of regional units and team members.
  • Authorised to report security breach incidences.
  • Authorised to raise indent for additional manpower for problem management function.
  • Authorised to interview and recommend for recruitment of manpower..
  • Provide access to all information necessary to carry out the assigned responsibilities and tasks
  • To support all the related parties internally and externally for information to carry out the tasks.

 

7             Main Tasks

  • To lead the team as one coherent unit and deliver as per SLAs and to optimize the use of all resources and to empower all engaged employees.
  • Conduct Post Incident Review to identify gaps from technical, process and contractual purpose.
  • Devise and employ best practices/methods for problem analysis and PIR (Post Incident Review) depending on type of issue.
  • Develop problem resolution plan for major issues.
  • Support creation and maintenance of good problem record and knowledge base for future use.
  • Delegate responsibility to the operations teams and team members identify root cause and implement the corrective actions.
  • Review and validate the root cause for completeness and correctness from technical, process and contractual SLA perspective.
  • Day-to-day monitoring status of problems triggered towards problem management, corrective actions and follow-up from.

 

  • Initiate, support, encourage and improvement program in the operation activities based on current problem handling experience.
  • To ensure that the team members get necessary trainings for new features and new nodes.
  • Ability to perform under time constrains depending upon the business requirements.
  • Interface with the other cross functional organizational entities like design and planning, Field Maintenance, NOC – Front office, Back Office, Incident Management, Change Management etc.

 

  • Plan, review, track and control the deliverables of problem management function.
  • To support NOC in security and risk management audits.

 

  • To ensure continuous competence development of the team for all applicable domains & technologies.

 

  • Conduct or participate in recruitment interviews for selection of personnel.

 

  • Set up department targets, measurements and follow up the results in line with performance targets.

 

 

8COMPETENCE REQUIREMENTS

a.Education

Degree in Engineering preferably in electronics and communication or telecommunication

b.Experience

At the least 9-12 years experience in Telecom.

 

  • Minimum 3 years of experience in Operation & Maintenance implementation / integration / operation / support or testing environment.
  • Preferably at least 1-2 years of experience from activities in lead position.
  • Demonstrated leadership skills.
  • Fluent in English (both in writing and speaking).
  • Excellent interpersonal, communication and presentation skills.
  • Independent self-motivated and well organized with analytical mind.

 

c.Technical Competence

  • GSM Telecommunications knowledge with telephony switching principles, traffic concept,, telecommunication networks, signaling and product functional demands.
    •   Routing concepts (SCCP, GTRC etc.)
    • Number Analysis (BNO, GT, IMSI, MSRN etc).
    • Very good concepts in CCS7 signalling, IP ATM, ISDN and SIGTRAN
    • Knowledge on protocol level of CCS7, ISUP, SCCP, TCAP, MAP etc.
  • Deep knowledge and understanding of the AXE Architecture and Operation.
  • Understanding of complete call flow in GSM system.
  • Good knowledge of core network performance / configuration parameters and their interpretation and use.
  • Good understanding GSM core network performance indicators and mechanisms to safeguard the same.
  • Extremely good knowledge of VAS and PACO nodes like MMSC, MiO, SMSC etc.
  • Extremely good knowledge Transport Networks and their implementation approaches and their integration with core network.
  • Extremely good knowledge in IP network, MPBN, MPLS and understanding of LAN/WAN infrastructure, switches, routers and firewall.WirelessController,VLAN/DHCP/DNS/VPN/Proxy/Device,Authentication/Certificates and Scripting for efficient Monitoring/Logging/Reporting and usability in Core, IN and VAS networks.
  • Good knowledge IP Telephony (VoIP), IP VPNs. QoS in the Packet-based Networks. MPLS/G-MPLS
  • A very good knowledge on state of the art network monitoring methods/techniques and tools (TeMIP, NetCool, MRTG).
  • Good knowledge of support and supply processes.
    • Network service / performance focused.

 

  • Good knowledge about network operation processes and interfaces.

 

  • Good knowledge of network implementation / integration processes

 

  • Good exposure to business process rationalization using ETOM and ITIL process framework

 

  • Expertise in implementing and practicing ITIL processes of service support- Service Desk, Change Management, Release Management, Incident and Problem Management.
  • Ability to provide interface with Design and planning team for capacity build up and new features.

 

d.General Competence

  • Must have the ability to lead/motivate the team
  • Open minded, positive with a flexible attitude and willing to work in teams of diverse professional and cultural background.
  • Has courage, self-confidence, and decisiveness
  • Has persistence and patience and will push ahead, particularly   when things bog down
  • Ensure co-operation and knowledge sharing within the team
  • Effective skills in oral and written communication.
  • Well-developed interpersonal skills.
  • Well organised, methodical and careful.
  • Reliable, conscientious and patient.
  • Self motivated and works well under pressure.
  • Should be able to motivate the team members.
  • Customer oriented.
  • Ability to work as a member of a team.
  • Ability and willingness to learn.         
  • Should have the ability to prioritise the tasks at hand as per requirements

 

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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: India (IN) || || Noida || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 258778