This is an opportunity for an experienced Problem Manager to support telecommunications network performance across CS/PS Core and Transmission domains, including IP RAN/Core, Voice, Access, Core and Sync technologies. The role focuses on strengthening the Problem Management process, resolving chronic and recurring network issues, and improving operational stability across managed services delivery.
You will work with technical teams, stakeholders, vendors and data analytics teams to identify root causes, define solutions or workarounds, and support initiatives that reduce incidents, alarms, tickets and work orders while improving customer experience and network health.
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Lead reactive, proactive and enhanced problem management activities to identify, analyse and resolve recurring network issues.
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Conduct post-incident reviews, root cause analysis and corrective action tracking.
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Drive work order, ticket and alarm reduction initiatives across managed services contracts.
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Analyse alarms, trouble tickets, work orders and network performance reports to identify chronic issues and improvement opportunities.
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Collaborate with analytics teams to generate insights, support predictive analysis and identify automation opportunities.
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Prioritise problems based on risk, impact and severity, maintaining risk registers and mitigation actions.
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Build and maintain a knowledge base of problems, root causes and solutions to reduce repeat incidents and improve network health.
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7 to 14 years’ telecommunications experience, including 5 to 8 years across CS Core and/or Packet Core.
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Strong knowledge of 2G, 3G, 4G, 5G SA/NSA, 3GPP standards and protocols including SIP, Diameter, BICC, SIGTRAN, CAMEL and MAP.
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Hands-on experience with Voice Core CS and Packet Core nodes, including MSC, MGW, STP, UDC, APG, SGSN-MME, GGSN/EPG and SAPC/PCRF.
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Good understanding of IMS, roaming data, call flows, GRX, MPBN, Linux, IP networking, virtualisation, Cloud NFVI and NFVO.
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Strong understanding of ITSM frameworks, incident management, problem management, root cause analysis and continuous improvement.
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Knowledge of Ericsson Operations Engine, MS TOP, failure causes and corrective and preventive action processes is highly regarded.
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Strong analytical, problem-solving, presentation and stakeholder management skills, with a proactive, customer-focused approach.
