About this opportunity:
Ericsson is looking for a diligent and competent Technical Authority Specialist. The Service Operation Centre specialist role is primarily responsible to support the embedding of the Customer centricity ethos within the Managed service delivery. It is a customer-facing role and will also be a key interface towards the Ericsson Service Delivery Units (SDU) for implementation and support of customer centric toolset and process across all delivery functions to improve customer experience.
What you will do:
- Support Use Case modelling, prioritization, SKPI threshold setting, SKPI trend/benefits analysis and change management.
- Analyze customer's (CSP) requirements on new customer experience use cases, corrections or enhancements to existing user cases. Working with the SOC Lead and KAM to identify and define any chargeable elements.
- Identify potential scenarios for user case creation to support customer's business, sales and marketing or internal requests (i.e., inputs from Service Desk or Engineering) highlighting those which could fall into “add on sales” to the KAM and SOC lead.
-Subscriber Tool and Data Specialist/SOC Data Owner – Progressing and Understanding all the SOC data feeds and ensuring they are fit for use both in GCP and Tool Directly.
-Cascading and documenting the knowledge learnt as we progress. Work directly with SDAP and SLOP in terms of tools migration and AI/ML opportunities.
- Driving continuous service improvement of use case & SKPI service degradation translating this into impact, route cause and working with Problem Management for long term resolution.
- Research & create new customer centric data insights and combining sources to improve customer experience.
- Support the SOC Lead & Head of Service Management in delivering the SKPIs ear marked within the relevant section of the customer contract.
- Assist or lead additional activities which are outside the core role at request of SOC Lead or Business. Note - Once accepted by the individual this will from part of their agreed deliverables.
The skills you bring:
Must have-
-5-12Years of relevant industry experience with Bachelor's degree or higher ((B.E/B.Tech/M.Tech, )in ECE, IT or CS (Full-time).
-Flexibility to work during UK business hours with a variance of ±2 hours, and support 24/7 shifts if required
-Expertise in Network Performance, KPI for RAN / Transmission.
-Experience in optimizing network performance and service KPIs.
-Customer Experience Management skills.
-Ability to effectively interface with customers.
-Analytical Skillset
Experience in GCP and AWS cloud basics/ IT development (DevOps etc)
AI-ML knowledge and understanding.
Proficiency in visualization tools such as Tableau or Power BI.
Communication and organisational skillsets / due diligence and integrity testing / RFI/NPS/PTC/NEST data structure and us
Good to have-
Understanding of telecom network architecture and protocols.
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.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
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. learn more.
Primary country and city: India (IN) || Bangalore