Packet Core Support Architect - Incident Lead

Ericsson GmbH

Al Khobar

On-site

SAR 37,000 - 51,000

Full time

5 days ago

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Job summary

Ericsson is seeking a Solution Architect (Support) to join its Customer Support organization in Lagos, Nigeria. You will own CSRs, lead complex Packet Core investigations, and drive technical solutions to restore network stability while coordinating with global cross-functional teams.

You will bring extensive Packet Core experience, strong troubleshooting, and cloud-native know-how with OpenStack, Kubernetes and Docker.

Qualifications

Bachelor’s or master’s degree in Telecommunications, IT, Computer Science, or a related field.
10+ years of telecommunications experience with extensive Packet Core support, integration or operations.
Strong troubleshooting, fault-finding, root-cause analysis.
Excellent understanding of Packet Core architecture, EPC, call flows, session management and mobility management.
Knowledge of surrounding domains (CSCF/IMS/RAN).
Ericsson Packet Core product knowledge (EPG, SGSN-MME, PCC/PCG, PCRF, DNS/IP).
Cloud-native environments, OpenStack, Kubernetes and Docker.
UNIX/Linux operating systems proficiency.
Strong IP networking knowledge and problem solving.
Experience with FOA/PoC or similar customer validation activities.

Responsibilities

Own and drive complex CSRs from initiation to closure ensuring customer satisfaction.
Lead Packet Core investigations, troubleshoot issues and identify root causes.
Develop and coordinate solutions to restore and maintain network stability.
Provide technical leadership during major incidents and crisis situations.
Take end-to-end ownership of solutions from investigation to service improvement.
Build strong customer relationships by understanding network environment and priorities.
Collaborate with engineers to share knowledge and improve troubleshooting efficiency.
Identify product, process, and service improvements and translate into requirements.
Identify opportunities from customer requirements and operational challenges.
Escalate recurring problems and process deficiencies to stakeholders.
Create and maintain known solutions and knowledge articles.
Apply Solution Management and global support processes.