Soluton Support Expert

1 month ago

Mumbai Maharashtra, India Ericsson Full time

**Summary**:

- This is an exciting opportunity for a Solution Support Expert (SSE) within the MOAI S&R Packet Core Sub-Domain. In this role, you will be part of a dedicated team responsible for supporting Ericsson's customers across various network solutions.
The S&R Support Solution Expert (SSE) is part of a CNS (Customer Network Support) team supporting the customer and shall deliver in-service Support services according to the contracted agreements by means of established processes.
As telecom networks increasingly adopt cloud-based and virtualized infrastructure, this role plays a critical part in navigating the complexities of modern operations, fault isolation, and customer service requests (CSRs).
You will be key in ensuring Ericsson’s 4G & 5G Cloud and Packet Core solutions are seamlessly delivered, supported, and continually optimized for performance.
This role is ideal for individuals looking to work in a dynamic, innovative environment that challenges them to blend both traditional telecom and IT methodologies for exceptional customer outcomes.
The Job Role Solution Architect will be used for the Solution Support Expert.
What you will do
- Lead Fault Isolation & Solution Emergency Handling: Serve as the Technical leader during critical CSRs and network emergencies, ensuring rapid fault resolution and network recovery.
- Continuous Customer Support Handover: Ensure a continuous, adaptive handover process established within the customer’s change management system & Project evolving it from a one-time to an ongoing activity.
- Develop Network Recovery Procedures: Own and enhance recovery procedures for issues like signalling storms, traffic rerouting, and other network recovery activities.
- Support Product-Specific Requests: Provide technical support for product-specific CSRs when needed, contributing to a smooth, end-to-end support process.
- Collaborate with Customer Operations Teams: Work on-site with customer teams, acting as the technical interface for complex network troubleshooting and recovery efforts.
- Manage Solution Lifecycle: Control the lifecycle management (LCM) status of customer-specific solutions, coordinating deployment, upgrades, and corrections.
- Contribute to Business Growth: Actively engage with customer networks and strategies to identify additional sales opportunities, promoting Ericsson’s products and services.
- Customer consultation handling on Solution level
- On-site (Customer Office) working embedded within customer Operations team.

To be successful in the role, you must have:

- Excellent Communication & Relationship Management
- Proactive Problem Solving
- Adaptability & Resilience
- Technical Mastery
- Creativity & Innovation
- Excellent Customer Relationship Management skills.
- Very strong personal interaction skills and good communication capabilities.

**The Skills you Bring**:
**The Skills You Bring**
- Technical Expertise in Cloud and Packet Core Networks: You possess deep technical knowledge of Packet core network components, especially in 4G/5G Packet Core, SAPC/CCPC,PCG, and cloud infrastructure.
- Solution-Level Competence: Strong understanding of solution-level support that goes beyond node-based operations, including expertise in virtualization and cloud environments.
- Fault Isolation & Troubleshooting: Demonstrated leadership in fault isolation, developing recovery methods, and minimizing CSR turnaround time.
- Change Management: Hands-on experience in managing change control processes within customer support, especially during solution handover and deployment.
- Customer-Centric Focus: Excellent customer consultation and relationship management skills, ensuring continuous engagement and satisfaction.
- Business Acumen: Proven ability to identify business opportunities and promote additional Ericsson solutions to customers.
- Network level competence
- 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

**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.

We are proud to announce Ericsson India is ranked 19th among Top 50 companies in the country and is once again officially Great Place to Work Certified in 2024. Every year, more than 10,000 organizations from over 60 countries part

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