Problem Manager

About the role

The Problem Manager is responsible for ensuring the quality and integrity of the Problem Management process across reactive, proactive and predictive domains. The role focuses on identifying root causes of incidents, preventing future problems, and using data‑driven techniques to anticipate network outages.

Key responsibilities

• Conduct post‑incident reviews, document root causes, and recommend corrective actions for change, process, or SLA management.
• Maintain a knowledge base of problems, solutions, and risk records to reduce repetitive incidents.
• Implement proactive methods to prevent problems, own problem cases, and drive network performance improvements.
• Analyze network performance reports, identify single points of failure, and perform detailed outage and alarm correlation.
• Develop predictive analysis models using alarms, latency, QoS, capacity and utilization trends.
• Collect and analyse data to uncover patterns of major problems and propose new or improved solutions.
• Support automation, AI/ML, and data authority teams by defining requirements and sharing use‑case knowledge.

Required profile

• Proven experience in problem management within telecom or network environments.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills for stakeholder meetings and knowledge sharing.
• Ability to work independently and drive continuous improvement initiatives.

Required skills

• Predictive analysis
• Data analytics
• Network performance analysis
• Automation
• AI/ML concepts