Switch Operations Specialist

Ericsson GmbH; Toronto; On-site; CAD 62,000 - 81,000; Full time

Benefits offered by this job

Stock Purchase Plan

Educational assistance

Wellness account

Recognition programs

Matching gifts

Job summary

Ericsson Canada Inc. in Toronto is seeking an experienced operations professional to join the Automated Operations team. You will monitor resources, analyze incident trends, resolve first-level incidents, and support automation initiatives to keep services available and meet SLA targets.

The role requires a degree in engineering or related field, 4+ years in telecom, and familiarity with ITIL/ITSM. You will work cross-functionally to improve KPI performance, manage change requests, and

Qualifications

• Engineering degree or related field required.
• Minimum 4 years in the telecommunications industry.
• Experience managing operations and configuration within a customer service or telecom environment.
• Solid knowledge of network implementation and multivendor solutions.
• Familiarity with KPI formulas, degradation analysis, and troubleshooting.
• Strong communication and analytical skills; collaborative mindset.

Responsibilities

• Monitor resource and service performance to ensure optimal network health.
• Assess and analyze customer complaint trends to identify patterns for improvement.
• Resolve first-level incidents in a timely manner and escalate security incidents as needed.
• Track and follow up on incident resolution; initiate problem management for recurring issues.
• Support field maintenance and corrective maintenance execution.
• Manage logical access for change requests and major incidents.
• Support emergency call tracing and right-of-way requests at the first level.
• Execute first-level preventive maintenance and security measures; assist change execution and shift planning.
• Monitor customer experience based on defined use cases and assess QoS performance.
• Provide 24/7 surveillance of automation systems and support escalation processes.
• Contribute reusable automation flows within the Federated Automation Framework.

Skills

Network operations

Incident management

Automation concepts

KPI analysis

ITIL/ITSM familiarity

Communication

Team collaboration

Problem solving

Education

Engineering degree

Tools

ITIL/ITSM tools

Job description

Join our Team

At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

About this opportunity

The Automated Operations team at Ericsson is responsible for coordinating, supporting, managing, and executing first-level proactive and reactive maintenance activities. The goal is to ensure that services delivered to customers remain continuously available and meet agreed Service Level Agreement (SLA) performance targets. We are looking for a motivated and detail-oriented professional to join our team in Canada and contribute to network operations, incident management, and automation initiatives. This is an experienced individual contributor role.

What you will do

• Monitor resource and service performance to ensure optimal network health
• Assess and analyze customer complaint trends to identify patterns and areas for improvement
• Resolve first-level incidents in a timely and effective manner and escalates security incidents to the appropriate teams
• Track, manage, and follow up on incident resolution; initiate problem management for recurring issues
• Support field maintenance and corrective maintenance execution
• Manage logical access control for change request execution and major/critical incidents
• Support emergency call tracing and handle right-of-way requests at the first level
• Execute first-level preventive and security preventive maintenance; support change execution and shift planning
• Monitor customer experience based on defined use cases and assess end-user Quality of Service (QoS) performance
• Provide 24/7 surveillance of automation systems, proactively anticipate disruptions, and support escalation processes
• Contribute new ideas and extend reusable automation flows within the Federated Automation Framework to address routine operational needs and new use cases

The skills you bring

• Degree in Engineering preferably in Electronics, Computer Science, Telecommunications, or a related field or equivalent practical experience; Telecom/IP certification is an asset
• Minimum 4 years of experience in the telecommunications industry
• Experience managing operations and configuration management within a customer service delivery or telecom operator environment
• Solid knowledge of network implementation and integration of multivendor telecom products and solutions
• Familiarity with KPI formulas, KPI degradation analysis, and KPI troubleshooting
• Experience interpreting quality indicators to identify weaknesses and implement corrective actions
• Strong communication skills — able to explain detailed and complex information clearly within a team
• Analytical approach to problem-solving with a results-focused mindset
• Demonstrated behaviors of collaboration, critical thinking, dependability, and delivering results
• Familiarity with ITIL/ITSM frameworks, network monitoring tools, and automation concepts is an advantage

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.

Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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 employer, learn more.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [e-mail].

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: Canada (CA) || Toronto (Country/ City)

Job details: Automated Operations

Compensation and Benefits at Ericsson

Your Pay

The salary offered is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.

• Toronto: $62,000 - $81,000

Short-Term Variable Compensation Plan ( STV): Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.

Your Health

Ericsson offers excellent health benefits including the choice of 3 medical and dental plan options that allow an employee to select the level of coverage that suits their needs. Core level coverage is paid for fully by Ericsson.

Your Financial Security

We invest in both your short and long-term financial wellbeing. Ericsson’s Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan. Ericsson also offers a 50% match of employee’s contribution into the Registered Retirement Savings Plan, up to 8% of the employee’s contribution (maximum of 4% match). This leads to a total company contribution potential of 6%. Employees will also basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost, as well as short-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.

Your Time

Your work-life balance is important to us. New employees are provided a minimum of 18 days of accrued vacation, at least 3personal days, minimum 10 holidays, 1 volunteer day, and sick days. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Additional Benefits

Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, wellness account, and recognition programs.