ERC Americas Recovery Architect

Ericsson; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Ericsson is seeking an experienced Emergency Management professional to join Global Emergency Handling (GEH) in Mexico City. The role focuses on leading emergency response, coordinating cross-functional teams, and restoring network services swiftly and safely.

You will work with Recovery Leaders, Solution Support Engineers and Recovery Architects to shape emergency practices, analyze incidents, and drive improvements across the organization. Strong English and leadership are essential.

Qualifications

• Bachelor’s degree in Engineering, CS, or related field.
• Senior-level experience in Customer Support or emergency handling.
• Strong telecom background with 5GC, EPC, Cloud and IMS.
• Broad telecom networking experience, end-to-end troubleshooting.
• Demonstrated leadership, judgment, analytical and negotiation skills.
• Excellent customer orientation and stakeholder management.

Responsibilities

• Lead emergency handling and coordinate response to restore services quickly.
• Set priorities, maintain action plans, and drive progress across teams.
• Lead end-to-end fault isolation and resolution with SMEs as needed.
• Provide clear, timely communication to customers and internal stakeholders under pressure.
• Contribute to post-event reviews and root-cause analysis.

Skills

Emergency management

Customer support

Telecom operations

Leadership

Communication skills

Advanced English

Education

Bachelor’s degree in Engineering

Computer Science or related field

Tools

5GC

EPC

Cloud

IMS

Job description

About This Opportunity

We are looking for an experienced Emergency Management professional to join Global Emergency Handling (GEH). In this role, you will provide senior technical support during critical customer situations, bringing the right people together to restore network services as quickly and safely as possible.

Join our Team

About This Opportunity

We are looking for an experienced Emergency Management professional to join Global Emergency Handling (GEH). In this role, you will provide senior technical support during critical customer situations, bringing the right people together to restore network services as quickly and safely as possible.

GEH is a global Customer Support organization comprising Recovery Leaders, Emergency Performance Managers, Solution Support Engineers and Recovery Architects . The team provides end-to-end emergency handling and works across customer and internal teams to stabilize and optimize networks. This role offers the opportunity to shape emergency response, contribute to broader customer initiatives and lead improvements following major events.

What You Will Do

• Lead emergency handling, taking accountability for coordinating the response and restoring customer systems in the shortest possible time.
• Set priorities, maintain a clear action plan and drive progress across technical domains, support teams and customer stakeholders.
• Lead E2E fault isolation and resolution of complex network- and solution-level issues, drawing on subject-matter experts as needed.
• Provide clear, timely communication to customers and internal stakeholders, including during high-pressure or rapidly changing situations.
• Remove barriers and address complex technical, operational and business challenges that may affect recovery.
• Contribute to customer projects and cross-domain task forces beyond emergency handling.
• Lead or contribute to post-event reviews, root-cause analysis, customer service reports and improvement activities with Local and Global Support management.
• Share expertise and support the development of effective emergency-handling practices across the team.

You will bring

• A bachelor’s degree in Engineering, Computer Science or a related field.
• Solid senior-level experience in Customer Support, emergency handling or a comparable telecom operations environment.
• A strong technical background and hands-on experience with telecom products and technologies such as 5GC, EPC, Cloud and IMS.
• Broad solution and networking experience in a telecom domain, preferably including end-to-end, network-level troubleshooting.
• Demonstrated leadership, sound judgment, analytical and problem-solving capability, and negotiation skills.
• Strong customer orientation, collaboration, stakeholder management and conflict-management skills.
• Excellent oral, written and presentation communication skills.
• The ability to remain calm and focused under pressure, consider diverse inputs and alternatives, and make timely decisions.
• Advanced English proficiency, written and spoken.
• Availability to work rotating shifts.

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:

Mexico (MX) || Mexico City