Domain Support Specialist

About this Opportunity

This Job Role is responsible for the coordination, management and execution of proactive and reactive maintenance activities that require a higher level of support and for implementations of the change request in a timely and correct manner, by focusing on the allocation, implementation, configuration, activation and testing of specific services or resources.

What You Will Do

General Responsibilities

• Ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels
• Perform trend analysis to proactively detect possible failures, ensuring 2nd level restoration and repair
• Guarantee that Ericsson delivers a technical solution in accordance with the agreed change request
• Act to meet service or resource requirements requiring overall high-level network knowledge or specific product expertise from an end-to-end perspective

Assurance Support Activities

• Change Introduction impact analysis
• 1st Level Preventive Maintenance Definition and Coordination
• Perform 2nd Level Routine Maintenance on Selected Systems
• Change Fall Back Decision Support
• Security Preventive Maintenance Definition and Coordination
• Perform access database audit
• KPI reporting design and definition
• Event correlation and filtering definition

Incident Management Support

• 2nd Level Incident Resolution
• Problem Management Initiation
• Initiate 3rd Level Functional Escalation
• Incident Cause Identification and Report
• Field Maintenance Corrective Maintenance Execution Support
• Supplier/Partner Incident Interaction

Customer Experience Management

• Customer Experience Resolution
• Customer Experience Analysis
• Drive improvement initiatives and insights based on Report Analysis
• S-KPI and R-KPI Translation, Design and Definition Support

Problem Management

• Problem Recording
• Problem Investigation and Diagnosis
• Work-around proposals
• Problem Solution proposal
• Proactive Problem Identification
• Supplier/Partner Problem Interaction
• Full support through the Problem Management investigation
• Support for Security Problems

Service Resource Fulfilment Activities

• Change Introduction impact analysis Support
• New or Enhanced Service and Resource Acceptance
• Fulfilment WO Post-implementation support
• End to end Service Request: Planning, Execution, Testing, Status Reporting and Logging
• Standard Change Handling, Feature Implementation
• Engineering and IS/IT or Deployment WO completion, Resource update, Provisioning
• Customer Experience use case configuration, testing and Validation
• SRF service KPI reporting, designing and implementation

Required Skills & Qualifications

• Education: Bachelor's degree in Telecom, Electrical, or Computer Engineering
• Experience: 5+ years in RAN Operations
• Technology: Strong knowledge in LTE FDD/TDD, 5G NR NSA, VoLTE, NB-IoT, ENDC
• Tools: ENM, OSS, CEM, PM, AMOS
• Scripting: Python for automation (added value)

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.