Problem and Service Reliability Manager

We are now looking for a Problem and Service Reliability Manager for our MS Services Delivery team within Ericsson Business Area Financial Services organization. This role is critical in driving service stability, proactive problem management, and operational reliability across fintech application ecosystems. The selected person will lead service reliability initiatives, ensure seamless operations, and enhance customer satisfaction through robust governance and continuous improvement practices. The ideal candidate brings 10+ years of experience in IT Operations, with strong exposure to Fintech applications.

Responsibilities

Lead the Problem Management function, ensuring root cause analysis, permanent fixes, and preventive actions are executed timely; Drive service reliability improvements, working closely with Application Support, DevOps, Infrastructure, and Vendor teams; Implement and govern SRM (Service Reliability Management) frameworks to continuously uplift customer experience; Own the service stability dashboard, reliability KPIs, and trend analysis to identify recurring issues; Coordinate with L2/L3/Engineering teams for complex incident reviews, ensuring accurate RCA and problem closure; Facilitate post-incident reviews (PIR) and champion action tracking to avoid repeat incidents; Engage with Operations Excellence regularly to provide updates on chronic issues, reliability KPIs, and improvement plans; Work closely with cross-functional teams to drive automation, resilience enhancements, and platform hardening; Ensure governance around SLAs, compliance, and operational excellence for all fintech application services; Act as a service ambassador, identifying pain points and proposing clear, actionable solutions; Manage expectations of stakeholders, ensuring transparency and proactive communication; Maintain detailed documentation, trackers, and reports for service reliability and problem management

Requirements

Strong background in IT Operations and Managed Services ideally supporting financial or telecom applications; Hands-on experience in Fintech platforms, digital wallet systems, or transactional application ecosystems; Solid experience in Problem Management, including RCA methodologies like 5 Why, Fishbone, Fault Tree, etc; Ability to assess business impact and ensure accurate and timely communication during service challenges; Excellent governance, reporting, and stakeholder management skills; Knowledge of ITIL processes - Incident, Problem, Change, and Service Reliability; Strong analytical skills with an ability to interpret logs, trends, and patterns; Experience working with ITSM tools (ServiceNow, Remedy, HPSM, etc.); Strong communication and interpersonal skills to collaborate with customers, managers, and supporting teams; A proactive mindset with a passion to continuously improve services and prevent issues; Engineering Graduate in Computer Science, Information Technology, or related field; 15+ years in IT Operations, Application Support, or Service Reliability functions; Experience in Fintech platforms, digital wallet solutions, or high-availability transaction systems; Problem Management & RCA; Application & Service Reliability; Fintech Application Operations; ITIL Processes (Incident/Problem/Change); Monitoring tools, logs analysis, dashboarding; Understanding of Kubernetes, API integrations, Linux, cloud fundamentals; Automation mindset and familiarity with DevOps concepts

Nice to have

Experience working with Ericsson Wallet Platform (EWP) and Mobile Money ecosystems; Good understanding of Ericsson EWP, Mobile Money architecture, integrations, and operational workflows; Exposure to Ericsson EWP, Mobile Money, or Telecom Managed Services