Service Desk Specialist

Ericsson; As Sudiyah; On-site; OMR 17,302 - 23,070; Full time

Job summary

Ericsson is seeking an Automation Engineer in Al Buraymi, Oman. In this pivotal role, you will manage the automation of tasks within customer delivery, ensuring alignment with operational standards and client expectations.

Applicants must hold a BSc in Telecommunications or Computer Science and have up to 2 years of experience. Join a team that values collaboration and customer service excellence.

Qualifications

• 0-2 years of experience in telecom operations or operational support.
• Strong understanding of Managed Services and Service Desk processes.
• Ability to work effectively under pressure.

Responsibilities

• Act as the primary point of contact for Automation Operations activities.
• Coordinate communications with partners and stakeholders.
• Manage incidents and track communication throughout their lifecycle.

Skills

Incident Management

Problem Management

Telecom Operations

Customer Experience Monitoring

Analytical Skills

Education

BSc in Telecommunications, Computer Science, or equivalent

Tools

Ticketing Systems

Operational Support Systems

Job description

About this opportunity

At Ericsson, the Service Desk serves as the central hub of Automation Operations and acts as the single point of contact (SPOC) between Service Delivery teams and all other business functions. As an Automation Engineer, you will be responsible for automating tasks identified and outlined within the customer's managed services delivery scope, following approved requirements and high-level design (HLD) documentation. This pivotal role ensures that delivered automations function properly, meet overall operational requirements, and align with customer expectations.

This opportunity is open exclusively to Saudi nationals in line with our Saudization initiatives.

What you will do

• Act as the primary point of contact for all Automation Operations activities and serve as the central coordination point between Service Delivery teams and business stakeholders.
• Manage operational communications and notifications related to incidents, service requests, and changes.
• Coordinate and manage incidents throughout their full lifecycle, including providing dedicated support during major and critical service-impacting events.
• Track, monitor, and report on incidents to ensure timely resolution, appropriate escalation, and clear stakeholder communication at every stage.
• Support request fulfillment activities in accordance with established processes, including logging, categorizing, monitoring, tracking, and ensuring timely closure and documentation of all service requests.
• Support change management processes and governance, monitor change activities, ensure compliance with approved procedures, and manage access requests and change‑related communications.
• Act as the primary interface for Managed Services customers and their care organizations, and coordinate communications with partners, alliances, and third‑party providers.
• Support regulatory requests and compliance‑related activities, and serve as the single point of contact for escalated VIP customer complaints when required.

You will bring

• BSc in Telecommunications, Computer Science, or equivalent.
• 0‑2 years of experience in telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.
• Previous supervisory or team coordination experience is considered an advantage.
• Strong understanding of telecom operations, Managed Services, and Service Desk processes.
• Solid knowledge of Incident Management, Problem Management, Request Fulfillment, and operational escalation processes.
• Experience with ticketing systems, operational support systems, and work order management tools.
• Understanding of telecom network environments, field operations, and service delivery processes.
• Good understanding of SLA management, KPI reporting, customer experience monitoring, and operational governance.
• Ability to coordinate effectively across multiple operational teams in fast‑paced environments.
• Strong leadership, coordination, and stakeholder management skills.
• Excellent communication and customer‑facing capabilities.
• Strong analytical, troubleshooting, and problem‑solving skills.
• Ability to work effectively under pressure and manage critical operational situations.
• Proactive, organized, and results‑oriented mindset.
• Strong collaboration and teamwork capabilities, with a willingness to coach and support colleagues.
• Flexible and adaptable to changing operational demands.

Primary country and city

Saudi Arabia (SA)

Ericsson is proud to be an Equal Opportunity Employer.