Packet Core Support Solution Architect: Incident Leader

Ericsson

Riyadh

On-site

SAR 4,200 - 5,900

Full time

4 days ago

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Job summary

Ericsson in Lagos, Nigeria is seeking a Solution Architect (Support) to join our Customer Support team and deliver high-quality Packet Core support. You will own CSRs, lead investigations, and guide technical decisions to maintain network stability in a fast-paced environment.

The role requires deep Packet Core knowledge, strong troubleshooting skills, and the ability to work with cross-functional teams and customers to translate needs into concrete solutions and service improvements.

Qualifications

Extensive telecommunications experience with Packet Core support/operations.
Strong troubleshooting, root-cause analysis and problem solving ability.
Deep knowledge of Packet Core architecture, EPC, call flows and mobility management.
Understanding of CS Core, IMS and RAN domains.
Experience with Ericsson Packet Core products (EPG, SGSN-MME, PCC/PCG, PCRF, DNS/IPWorks).
Proficiency in virtualization and cloud technologies (OpenStack, Kubernetes, Docker).
Proficiency with UNIX/Linux operating systems.
Strong IP networking skills including routing and protocols.
Experience with hardware/software installation, configuration, migration, upgrades.
Experience with FOA/PoC or customer validation activities.
Familiarity with PROPS-C or similar support frameworks.
Ability to lead technical teams during investigations and critical incidents.
Excellent communication and customer-facing consulting skills.
Ability to work under pressure and align solutions with priorities.

Responsibilities

Own and drive complex CSRs from initiation to closure.
Lead Packet Core investigations and troubleshoot root causes.
Develop and coordinate solutions to restore network stability.
Provide technical leadership during major incidents and crises.
Take end-to-end ownership of assigned solutions.
Build strong customer relationships by understanding network environments.
Collaborate with engineers and cross-functional teams to improve troubleshooting.
Translate technical findings into clear requirements for product and process improvements.
Identify business 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.