Job Description

About this opportunity

We are looking for Domain Expert Access Network - MELA who will provide remote technical support (via telephone or online) for identified Ericsson MW, Huawei MW, SIAE MW and Ciena DWDM products 24x7 when required On call duty includes evenings and weekends. Also Proactive Maintenance resolve critical issues and provide Root Cause Analysis report, within SLA/SLO timelines committed with the customers.

• We believe in trust - we trust each other to do the right things!
• We believe in taking decisions as close to the product and technical expertise as possible!

What you will do

• Own and drive the resolution of issues raised from 2nd line or through analysis of key data sources driving the needed changes and recommendations through design, customer investment programs, deployment activities, external agencies (Vendors/lease line providers etc.).
• Support & own development and improvement within the FO and BO teams aimed at key achievements within the Incident life cycle (detection, impact, and restoration), service and network performance and cost of operation to Ericsson in delivery of the service.
• Responsible for identification and assessment of risks within the network/service. Creating relevant documentation/material which defines the scale and severity of the issue and provides a clear set of options and recommendations which can be presented to the customer.
• Prioritize and take lead in driving issues reported by customer, to ensure proper and timely status updates till its closure.
• Leading weekly calls with customer's management, to discuss concerns/hot issues related to the network or case handling process.
• Provide on-site support to FSO where required.
• Provide guidance to the IO B2B prime customer as required.
• Assume responsibilities of a Customer-Lead Engineer as required.
• Connect with Design and manufacturing on problems / issues found in the field.
• Apply debug tools to aid Customer's technical problem. Recover information vital to e-escalate the incident or issue to Design, Product-Project Management, Documentation, or Training
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Mentor, train newly hired as well as advancing Technical Support Engineers.
• Performs other duties as assigned and Perform a Customer Lead Engineer role for specific customers.

Desired profile & Job Knowledge:

• Authority level hands-on required on different vendor Product- MW - Ericsson 6K-Series || Cell Site Routers - Ericsson 6K Series || MW - Huawei, MW SIAE || DWDM - Ciena
• Authority level knowledge on various Protection and Resilience Schemes ASON , WSON, SNCP, MSP, MSTP
• Proficient with test equipment for optical and protocol testing. (OTDR, Optical Spectrum Analyzer)
• Proficient with various types of applications- ALC, ODV3, IPA, Smart-Manager, DOC, AGC, FD, Power Budgeting.
• System level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Extensive Knowledge of OTN, SONET/SDH/DWDM/IP Carrier Ethernet with specialized knowledge in some products and application of the technology.
• Detailed-knowledge of IP and relevant routing protocols with understanding of interaction between different variants and delivery of end-to-end service flows.
• Good functional understanding of key elements within 2G/3G/4G networks with a clear understanding of end to end service flow.
• Good abilities to establish relationships build and proven record of excellent Customer focus
• Willing to take ownership for complete problem resolution
• Ability to deal with stressful situations with colleagues and customers
• Must have the ability to communicate effectively in English-language both verbal and written
• Excellent Customer service skills are required and is able to work with customer on both technical and management levels
• Work in a collateral environment, which promotes sharing of knowledge and experiences.
• Must be punctual and able to accept continuous unusual work hours. Typically, at very short notice.
• Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel.
• Ability to analyze, trouble-shoot and resolve sophisticated problems.

You will bring

• Degree in Engineering preferably in Electronics, Computer science, Telecommunication or equivalent
• Good understanding of Network Architecture in technologies of 2G, 3G, 4G & 5G
• Mobile Telecommunications knowledge with telephony switching principles, transport networks, access networks, traffic concept, telecommunication networks & signaling, voice and data flows, beneficial services
• KPI formulae, KPI degradation and KPI trouble-shooting
• Analytical and synthesis capabilities
• Solid knowledge of operation and trouble-shooting of multivendor telecommunication equipment's
• Good understanding and working knowledge of Scripting
• Detailed knowledge of Services and customer segmentation
• Core and access network performance / configuration parameters and their interpretation and usage.
• Support and supply processes

Behavioral competences

• Delivering Results & Meeting Customer Expectations
• Creating & Innovating || Analyzing || Applying Expertise & Technology || Working with People
• Analytical skills like logical thinking, problem solving & handling assignments are mandatory.
• Fluency in English Language oral and written communication skills are must.

Typical Interfaces

• Service Operations-Team || Automated Operations-team || Domain Support
• Technical Authority Functions || Service Management || MSCLT
• Vendor Support || 3rd Party || Customer

Tools & Resources

• Handled Services processes and Customer tools

Why Join Ericsson?

At Ericsson, youll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of whats possible. To build never seen before solutions to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What Happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to interviewsupport@ericsson.com

Be where it begins

Welcome to an inclusive, global company where your opportunity to make an impact is endless. Share your most innovative ideas, bring your unique perspective and bring your unique perspective in a speak up environment. With us, you will no longer be dreaming of what the future holds - you will be redefining it at a company where you're empowered to lead and perform at your very best.

Being a part of our team means having the flexibility to take your career in many different directions, but it also means leveraging the supportive structure of a big organization, with clear personal and professional development opportunities.

We believe that great accomplishments deserve great benefits and transparent rewards. We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.

to find out more about our benefits.