About this opportunity

We are the Customer Support IP, Core and Cloud team. We work with the latest telecommunication products e.g. 5G Core to provide a world class after sales support service to our customers in Middle East and Africa. We combine the knowledge of our experts with artificial intelligence, machine learning, and analytics to detect and resolve network issues or anomalies before they impact the network performance. Become part of our growing team and play a part in Ericsson’s vision of a sustainable and connected future. Join us in making the unimaginable possible!

We are now looking for a Solution Architect, who will be responsible for deep customer network troubleshooting. The solution architect will work with the most complex problems, utilise their Ericsson IMS and Ericsson Cloud expertise to isolate the fault in the network to a node/function and restore service and provide the root cause analysis. The Support Solution Architect will be expected to share updates of the incident resolution to C-level customer executives and prepare a formal response. The SA will also guide the team of Domain experts, share knowledge of complex issue handling, review problem management bulletins and assist with life cycle management (impact analysis, MOP review etc). The candidate will possess knowledge of multiple functions in a mobile network (application, platform and infrastructure)

The role is posted across Middle East and Africa, final location to be decided after selection of the candidate.

Responsibilities & Tasks: 

• Drive and orchestrate as investigation leader for Fault Isolation during regular CSRs and Emergencies
• Support regular product CSRs when needed
• Customer consultation handling on Solution level
• On-site (Customer Office) working embedded within customer Operations team
• Develop and maintain network troubleshooting methodologies, including the proper operation of the tools and services like CES, EIA
  • Own (and create where needed) Network Recovery Procedures such as but not limited to:
  • Signaling Storm recovery routines,
  •  Traffic rerouting routines, network recovery documentation, backup procedures etc. etc
• Be part and secure that the Handover to Support process becomes part of the continuous Change control process, adapt it and evolve (not one-time activity)
• Be a glue between the NFVi and VNFs environment and ways of working
• Be part of the continuous deployment activities
• Prepare MoP, Test solutions, Create impact analysis and Coordinate deployment of corrections from technical perspective
• Control LCM status from an overall solution level for customer specific solutions.

You will bring

Core Competences:

• Solution level technical competence
• Network level competence
• Core Network Competence (overview of Cloud Infrastructure and deep knowledge in Ericsson IMS and UDM applications)
• Knowledge of the 3GPP or any other relevant standard for his/her area
• Ability to learn Ericsson Portfolio.
•  Service Delivery Process.
• Change Management.
• Negotiation & argumentation skills.
• Presentation skills (oral and written).
• Software Update Management.
• Software Support.
• Delivering Results & Meeting Customer Expectations.

Requirements

Preferred Qualification & Experience

• Excellent Customer Relationship Management skills.
• Very strong personal interaction skills and good communication capabilities.
• Very good proactive mind set – always include a broader scope in mind when handling customer requests.
• Ability to adapt to change.
• Drive – determination, focus, take the ups and downs, stick with things long enough to see them through
• Creativity – ability to see and make things in a new or different way, capability of developing inspiration, innovation or insight
• Openness – capacity to reflect on one’s behavior and performance, learn from experience, adapt to other cultures, absorb feedback, accept new ideas and practices
• Responsiveness – ability to understand, quickly adapt and act upon new information, influences and information.
• Capability to mobilize others both internally and from customer organization.
• Strong network of contacts