Senior Engineer- Fixed Network

Ericsson; Dadri; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

Ericsson in India seeks an Enterprise and FTTX Service Manager responsible for end-to-end delivery, performance, and continuous improvement of Enterprise/FTTX services, ensuring targets on SLAs, KPIs, quality, cost, and customer experience are met.

You will bridge customers and internal teams, manage incidents, drive RCA, support rollout, and maintain dashboards and reports, in a 24/7 service environment.

Qualifications

• Bachelor’s degree or higher in telecom/engineering/IT or equivalent.
• 10–15 years in Enterprise/FTTX operations or network management.
• Hands-on with FTTX ecosystem, service assurance, NOC/field operations.
• ITIL, PMP or PRINCE2 certification is a plus.

Responsibilities

• Own and manage end-to-end Enterprise and FTTX service delivery from provisioning to acceptance, assurance and restoration.
• Ensure compliance with SLAs, OLAs, and regulatory requirements.
• Monitor network performance, fault trends, and customer-impacting events.
• Lead service recovery during major incidents and outages, with timely communications.
• Drive RCA and corrective/preventive actions for recurring issues.
• Support rollout, installation, and maintenance partners to ensure readiness.
• Act as single point of accountability for enterprise and high-value customers.
• Maintain relationships with NOC, back office, field operations, and other stakeholders.
• Lead customer service reviews, performance reporting, and service improvement discussions.
• Define, track, and report KPIs including MTTR, installation lead time, and faults.
• Prepare operational dashboards, executive reports, and management updates.
• Ensure ITIL-aligned processes for Incident, Problem, Change, and Service Improvement Management.

Skills

Stakeholder management

Vendor management

Customer management

Service delivery management

Incident management

Communication skills

Education

Bachelor's degree in Telecommunications/Engineering/IT or equivalent

Tools

ITIL Certification

PMP

PRINCE2

Job description

About this opportunity

We are seeking an Enterprise and FTTX Service Manager is responsible for the end-to-end delivery, performance, and continuous improvement of Enterprise/FTTX services, ensuring services are delivered in line with agreed SLAs, KPIs, quality, cost, and customer experience targets. The role acts as the key bridge between customers, internal operational teams, inter domain and inter department and external partners or vendors, ensuring stable operations and high service availability across the Enterprise and FTTX network.

What you will do

• Own and manage end-to-end Enterprise and FTTX service delivery from provisioning to Acceptance, assurance and restoration.
• Ensure compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and regulatory requirements.
• Monitor network performance, service availability, fault trends, and customer-impacting events.
• Lead service recovery during major incidents, outages, and escalations, ensuring timely communication and timely resolution including stakeholder notifications. To call and lead War Room
• Drive root cause analysis (RCA) and corrective/preventive actions for recurring Enterprise and FTTX issues.
• To perform standby duties after office hours as per requirements
• Partner & Vendor Management
• To support Enterprise and FTTX rollout, installation, and maintenance partners to ensure Operational Readiness is met.
• Act as the single point of accountability for enterprise, wholesale, or high-value Enterprise and FTTX customers for end customer.
• Maintain strong relationships with internal stakeholders (NOC, Back Office, Field Operations, DPQ, SVM).
• Lead customer service reviews, performance reporting, and service improvement discussions.
• Handle escalated complaints and high-impact customer issues professionally.
• Define, track, and report KPIs such as SLA availability, MTTR, installation lead time, and repeated faults.
• Analyse trends in incidents, complaints, and operational costs to identify systemic improvements.
• Prepare operational dashboards, executive reports, and management updates.
• Ensure Change Management processes are dully followed for Enterprise and FTTX related services
• Ensure Preventive Maintenance activities are coordinated and completed on committed timeline for all Enterprise and FTTX services
• To ensure all Enterprise and FTTX database are managed and updated timely
• Drive service optimisation, cost efficiency, and operational excellence initiatives.
• Ensure ITIL-aligned processes for Incident, Problem, Change, and Service Improvement Management.
• Support Enterprise and FTTX rollout readiness, acceptance into BAU, and service stabilisation phases.

The skills you bring

• Bachelors degree in Telecommunications, Engineering, IT, or equivalent experience.
• Typically 10-15 years in Enterprise/FTTX operations, or network management roles.
• Hands-on experience with FTTX eco-system, service assurance, NOC/field operations, or rollout delivery.
• ITIL certification or Project or service management certification (PMP, PRINCE2) is an advantage.
• Strong understanding of Enterprise and FTTX / fibre access networks, service assurance, and field operations. PON & Metro-E Architecture: Advanced knowledge of OLT/ONT/BRAS/RADIUS configurations, Optical Budgeting, Metro-Ethernet backhaul and Layer 2/3 Networking
• Proven experience in service delivery management and major incident management.
• Excellent stakeholder, vendor, and customer management capabilities.
• Strong communication skills, especially during outages and escalations.
• Ability to work under pressure in a 24/7 service environment

All academic credentials must be from recognized and accredited institutions and are further subject to verification.