The role brings in best of both SDM function and technology leadership skills of CTM. The role is responsible for Local Support Operational, technical & Financial success of the domain & contract. This role demands working in customer premises on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the candidate must have expertise competence to lead customer discussions on technical issues, manage financial health of the contract while leading a team member in matrix organization.
The candidate with the help of team will be working to provide solutions to problems that have been reported according to established processes and contracted Service Level Agreements. Expected to be expert in his/her domain to deliver contracted support services of CSR handling, Problem Management, Pre-emptive Support, Security Support and Software Update Handling services. Will also be the responsible of the profit and loss of the contract financials.

Requirements 

An expert in handling DBS solution deployed in customer network, work closely with Solutions, Projects, Security and Account team to anticipate and handle Customer requirements, issues & provide dedicated support. 
•    Ensure customer contractual SLA’s are fulfilled.
•    Drive contractual fulfilment within Customer Support deliveries yet managing the over- or under deliveries.
•    Handle Customers and internal Stakeholders from Operational & Technical perspective.
•    Responsible to handle Software Update Management (SUM)
•    Work with diverse team in a matrix organization.
•    Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
•    Analyse and troubleshoot to handle and provide support in critical and Emergency cases when needed.
•    Take lead during service outages in fault isolation and resolving issues as per agreed timelines.
•    Interface and Interact with the relevant stockholders within Ericsson and Customer organization.
•    Write Trouble report /JIRA and engage design support when needed
•    Lead the domain related discussion during customer management review meetings.
•    Available to handle customer technical queries all the time and ensure timely response.
•    Review and prepare the relevant technical document i.e. Incident report, RCA.
•    Make constant efforts to be updated on relevant technical skills all the time of self and the team members. 
•    Participate in Project activities and involve as needed
•    Take handover from Project and ensure all the check points completed.
•    Prioritize and deliver the Knowledge sharing sessions with stakeholders
•    Provide input to resource dimensioning and competence planning.
•    Adopt and keep updated on CS delivery models, processes and strategies.
•    Stay updated on Ericsson portfolio and best practices.
•    Identify add-on sales and prioritize these opportunities.
•    Cover the whole delivery team’s adherence to corporate and local OHS regulations, documenting necessary parts in SLA and monitoring mandatory trainings and certifications are performed.
 

•    Excellent understanding for NMS/ENM Architecture
•    Understanding of Radio and Core nodes integrated with ENM
•    Should have hands-on exposure on:
-    Virtualization and Containers
-    Database knowledge
-    Linux Operating System
-    Network Security
•    End to end troubleshooting for the issues related to ENM/OSS Platform, Fault Management, User Management, Software/Hardware Management, Performance management and ENM application related issues
•    Exhibits strong technical acumen while dealing with complex customer issues
•    Must have worked in a Support function and possess leadership skills 
•    Experience with Ericsson is a must
•    Other technical skills (good to have): Basic IP and Networking knowledge, Server and Storage hardware, Shell and Python Scripting
•    CS tools – CSP, ONC, ESR, Global Chronos
•    MS office, Power-bi

Customer Specific

•    This role is based out of customer premises in Navi-Mumbai.
•    Develop and maintain good working relationship with Customer and Working groups.
•    Take lead on domain related topics in Operational review meetings regularly.
•    Up to date on solution deployed in customer network. 
•    Single point to contact from Ericsson to receive customer technical queries & contractual KPI’s.
•    Make customer aware on product Life cycle i.e. HW or SW.
•    Interface with customer for planned activities in network as needed

Business Related

•    Responsible for technical & financial health of the contract, support CU CS Head in these areas.
•    Participate and contribute during pre-sales engagement activities
•    Understanding of the contractual obligation for support delivery
•    Ensure that KPIs are met according to SLA
•    Identify the add on sales opportunities

Behavioural Competences:

•    Be Innovative, Creative, Entrepreneurial & Commercial thinking
•    Persuading & Influencing 
•    Applying Expertise & technology
•    Analyzing, Delivering Results & Meeting Customer expectations
•    As a Domain expert you understand the product, solution E2E including customer network interfaces.

Soft Skills:

•    Presentation & Communication skills
•    Teamwork & collaboration skills
•    Market insight, 
•    Financial Understanding
•    Consultative skills, 
•    Negotiative Skills
•    Leadership skills

Job location :

•    This role is based out of customer premises in Navi-Mumbai. 

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.

We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us

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Primary country and city: India (IN) || Mumbai

Req ID: 765475