Senior Engineer- Fixed Network Service Manager

Ericsson; Dadri; Sur place; INR 450 000 - 700 000; Plein temps

Avantages offerts par ce poste

Health insurance

Résumé du poste

Ericsson in India (Noida) seeks an Enterprise and FTTX Service Manager responsible for end-to-end delivery, performance, and continuous improvement of Enterprise/FTTX services to meet SLAs, KPIs, quality, cost, and customer experience targets.

You will bridge customers with internal teams, manage incidents, drive RCA, oversee rollout readiness, and report on KPIs, requiring 10–15 years of related experience and ITIL/PMP/PRINCE2 qualifications.

Qualifications

• Bachelors degree in Telecommunications, Engineering, IT or equivalent.
• 10–15 years in Enterprise/FTTX operations or network management.
• Hands-on experience with FTTX ecosystem, service assurance, NOC/field operations.
• ITIL certification or PMP/PRINCE2 is an advantage.
• Strong understanding of fibre access networks, OLT/ONT, and related configurations.

Responsabilités

• 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, service availability, fault trends, and customer-impacting events.
• Lead service recovery during major incidents and outages with stakeholder notification.
• Drive RCA and corrective/preventive actions for recurring issues.
• Support Enterprise and FTTX rollout, installation, and maintenance partners for operational readiness.
• Act as single point of accountability for enterprise and high‑value customers.
• Lead customer service reviews, performance reporting, and service improvement discussions.
• Define, track, and report KPIs such as SLA availability and MTTR.

Connaissances

End-to-end service delivery

Stakeholder management

Vendor management

ITIL

PMP/PRINCE2

Major incident management

Communication skills

24/7 service environment

Service recovery

RCA & preventive actions

NOC/Field operations

Formation

Bachelor’s degree in Telecommunications, Engineering, IT

Outils

RADIUS configurations

PON & Metro‑E concepts

Description du poste

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 Brung

• Bachelor’s 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.

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.

Primary country and city: India (IN) || Noida