Control Tower Operation Specialist

Ericsson; Gurgaon; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Ericsson in Gurgaon is seeking a Control Tower Order Management professional to oversee end-to-end order delivery from creation to final delivery, ensuring accuracy and proactive resolution. You will track orders, manage changes, and coordinate with warehouses and customers, using SAP and automation tools to enhance monitoring and reporting.

The role requires 6–8 years of experience, fluent English, and knowledge of control tower and telecom supply chain processes.

Qualifications

• Bachelor’s degree or equivalent working experience; experience in Control Tower, shared services, telecom supply chain, reverse logistics/RMA, or global cross-functional operations is preferred.
• Knowledge of SAR HWS operations, service delivery processes, SAP order operations, and automation tools; APICS CSCP/CPIM certification is an advantage.
• Strong analytical, communication, presentation, negotiation, stakeholder management, and customer insight skills.
• Detail-oriented, proactive, decisive, able to manage multiple priorities under pressure, and comfortable with change management and continuous improvement.
• Fluent written and spoken English.

Responsibilities

• Manage and monitor customer orders from creation to final delivery, ensuring accurate entry, validation, processing, and fulfillment in ERP/SAP systems.
• Track order status, manage changes, cancellations, backorders, shortages, and critical order prioritization, and keep stakeholders informed.
• Operate control tower dashboards to maintain real-time visibility of order flows, WLA/SLA performance, on-time delivery, and automation rates.
• Identify deviations, bottlenecks, and risks; escalate issues to relevant teams and track resolution to closure.
• Create, manage, and track POs/SOs in SAP; coordinate GR, invoice verification, open PO reporting, delivery schedules, and master data accuracy.
• Resolve exceptions such as delays, mismatches, and inventory shortages by coordinating with warehouses, repair centers, planners, procurement, logistics, and customers.

Skills

Analytical skills

Communication skills

Presentation skills

Negotiation

Stakeholder management

Customer insight

English proficiency

Education

Bachelor’s degree or equivalent working experience

APICS CSCP/CPIM certification

Tools

SAP

Microsoft Copilot

Glean AI

Power Automate

Power Query

RPA

Job description

Job Description:

Join our Team

About this opportunity:

The Control Tower Order Management role is responsible for end-to-end customer order delivery, discrepancy handling, reporting, and fulfillment of Customer Unit requests based on WLA/SLA requirements. The role ensures visibility, accuracy, and proactive resolution across the full order lifecycle, from order creation to final delivery.

What you will do:

• Manage and monitor customer orders from creation to final delivery, ensuring accurate entry, validation, processing, and fulfillment in ERP/SAP systems.
• Experience of 6 to 8 years is required.
• Track order status, manage changes, cancellations, backorders, shortages, and critical order prioritization, and keep stakeholders informed.
• Operate control tower dashboards to maintain real-time visibility of order flows, WLA/SLA performance, on-time delivery, and automation rates.
• Identify deviations, bottlenecks, and risks; escalte issues to relevant teams and track resolution to closure.
• Create, manage, and track POs/SOs in SAP; coordinate GR, invoice verification, open PO reporting, delivery schedules, and master data accuracy.
• Resolve exceptions such as delays, mismatches, and inventory shortages by coordinating with warehouses, repair centers, planners, procurement, logistics, and customers.
• Use AI and automation tools such as Microsoft Copilot, Glean AI, Power Automate, Power Query, or RPA to improve monitoring, reporting, anomaly detection, and repetitive order processes.
• Prepare operational reports, support root cause analysis, drive process improvement, and maintain SOPs.

The skills you bring:

• Bachelor’s degree or equivalent working experience; experience in Control Tower, shared services, telecom supply chain, reverse logistics/RMA, or global cross-functional operations is preferred.
• Knowledge of SAR HWS operations, service delivery processes, SAP order operations, and automation tools; APICS CSCP/CPIM certification is an advantage.
• Strong analytical, communication, presentation, negotiation, stakeholder management, and customer insight skills.
• Detail-oriented, proactive, decisive, able to manage multiple priorities under pressure, and comfortable with change management and continuous improvement.
• Fluent written and spoken English.
• “All academic credentials must be from recognized and accredited institutions and are further subject to verification.”

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.

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 Employer. learn more.

Primary country and city:

India (IN) || Gurgaon