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Support and Repair Solution Architect at Ericsson

December 13, 2024
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Job Description

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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.

Preferred Qualification & Experience Requirements

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