Grow with us
About this opportunity:
We at Ericsson are inviting applications for the role of Problem Manager - HQ. This pivotal role bears complete responsibility for Service Assurance functions, entrusted with proactive, preventive, and predictive maintenance of service. It offers an avenue for direct interaction with our valued customers. Simultaneously, this role is entrusted with managing significant interaction with our Ericsson Service Delivery Units (SDU) to ensure optimal operational performance.
What you will do:
Problem Manager
- Lead and coordinate cross-organizational teams to enhance service delivery performance and resolve issues efficiently.
- Develop and nurture strong customer relationships while identifying and supporting upsell opportunities from regular operations
- Establish proactive systems and processes for continuous improvement and effectiveness.
- Manage emergency incidents and high-visibility issues, ensuring effective troubleshooting and resolution.
- Drive Performance Management to ensure full understanding of and compliance with our processes, methods, and tools.
- Engage with teams to ensure timely issue resolution and improve customer experience.
- Conduct data-driven analysis to identify trends, gaps, and improvement opportunities
- Collaborate with cross-functional stakeholders to align on objectives, timelines, and KPIs
The skills you bring:
- Preventive Maintenance.
- Cross-Functional Collaboration.
- Change Management.
- Problem management.
- Productivity.
- Proactive Problem Management.
- Business Requirements.
- Business Process Improvement.
- Work Level Agreement (WLA) and Service Level Agreement (SLA).
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