Support and Repair Solution Architect at Ericsson

Responsibilities & Tasks: 

• Drive and orchestrate as investigation leader for Fault Isolation during regular CSRs and Emergencies 
• Support regular product CSRs when needed
• Customer consultation handling on Solution level 
• On-site (Customer Office) working embedded within customer Operations team 
• Develop and maintain network troubleshooting methodologies, including the proper operation of the tools and services like CES, EIA 
  • Own (and create where needed) Network Recovery Procedures such as but not limited to: 
  • Signaling Storm recovery routines,
  • Traffic rerouting routines,  
  • network recovery documentation, backup procedures etc. etc 
• Be part and secure that the Handover to Support process becomes part of the continuous Change control process, adapt it and evolve (not one-time activity) 
• Be a glue between the NFVi and VNFs environment and ways of working 
• Be part of the continuous deployment activities 
• Prepare MoP, Test solutions, Create impact analysis and Coordinate deployment of corrections from technical perspective 
• Control LCM status from an overall solution level for customer specific solutions.

You will bring

Core Competences:

• Solution level technical competence 
• Network level competence 
• Core Network Competence (overview of Cloud Infrastructure and deep knowledge in Ericsson IMS and UDM applications) 
• Knowledge of the 3GPP or any other relevant standard for his/her area 
• Ability to learn Ericsson Portfolio. 
• Service Delivery Process. 
• Change Management. 
• Negotiation & argumentation skills. 
• Presentation skills (oral and written). 
• Software Update Management. 
• Software Support. 
• Delivering Results & Meeting Customer Expectations.

Preferred Qualification & Experience Requirements

• Excellent Customer Relationship Management skills. 
• Very strong personal interaction skills and good communication capabilities. 
• Very good proactive mind set – always include a broader scope in mind when handling customer requests. 
• Ability to adapt to change. 
• Drive - determination, focus, take the ups and downs, stick with things long enough to see them through 
• Creativity - ability to see and make things in a new or different way, capability of developing inspiration, innovation or insight 
• Openness - capacity to reflect on one’s behavior and performance, learn from experience, adapt to other cultures, absorb feedback, accept new ideas and practices 
• Responsiveness - ability to understand, quickly adapt and act upon new information, influences and information. 
• Capability to mobilize others both internally and from customer organization. 
• Strong network of contacts