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 neededCustomer 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,
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
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll 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.
Read more about Network Support Services : Network Support Services powered by AI and ML - Ericsson
Would you like to take a tour to “Life at Ericsson MEA”, visit short video https://youtu.be/3_O_MTt0PAY?si=HnqI4J3gpj2papL_
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion 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.
Primary country and city: Egypt (EG) || Cairo
Job details: Solution Architect