Senior Support Engineer

About this Opportunity

We are seeking a skilled Senior Support Engineer in the domain of 4G/5G Packet Core to provide solutions to customer reported problems according to established processes and contracted SLA. Fault prevention, finding and isolation, resolution, through knowledge on products, solutions, customer network and technology evolution. With experience more operational and technical issue handling for dedicated customers, solutions or domains becomes part of the work. The individual will also be involved in project delivery as part of the job role which will involve system integration, testing and upgrades.

What you will do

• Act as the main technical interface for the Customer across Packet Core.
• Investigation leader for CSR (Customer support request) raised by the customer and drive the resolution within defined Service Level Agreement and KPIs
• Collaborate with global competence domain teams and be the interface towards customer.
• Lead and drive resolution of critical and complex network issues, driving structured root cause analysis and permanent corrective actions
• Provide architectural governance for incident, problem, and change management activities
• Ensure high availability, resiliency, and performance optimization of deployed solutions
• Review support security and application bulletins , major deployments, and emergency restorations
• Participate in 24x7 emergency support

 The skills you bring

• Education: Bachelor’s (Btech or equivalent ) in engineering field.
• Domain Experience: Background in IT or Telecom operations; interest in cloud networks and 4G/5G infrastructure within production support contexts.
• 4G EPC (MME, SGW, PGW), 5G Packet Core (AMF/SMF/UPF/PCF) and IMS (VoLTE/VoWiFi) installation, integration and troubleshooting
• Strong expertise in Core Products and Cloud native based telecom architectures
• Good customer management and communication skills
• Understanding of 4G/5G call flows and 3GPP specifications.
• Troubleshooting experience of the issues faced by customer in live network.
• Knowledge on E-2-E call flows for VoLTE/VoNR/EPSFB procedures
• Working knowledge of Networking (TCP/IP) and Cloud/Container platforms (Docker/K8s) from an operations perspective. Experience with Ericsson CCD/CNIS platform is desirable. 
• Operational Mindset: Solid troubleshooting methodology, incident prioritization, and RCA documentation; comfort with on call emergency rotation.
• Soft Skills: Strong communication in English, proactive team player, customer focused, and committed to quality and reliability.

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

Req ID: 787645