About this opportunity:
We are now looking for a Service Support executive who will be responsible for the execution and reactive maintenance activities to ensure that services provided to Operators' customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
You will also be responsible for receiving trouble reports from the Operator's Customer Care Center (or from the Operator's customer directly in some very specific cases), resolving them to the customer's satisfaction and providing meaningful status on repair and/or restoration activity to the Customer Care Center (or to the Operators' customers).
It is also responsible for customer affecting problems detected by other processes or through analysis, including informing the customer and resolving these specific problems to the customer's satisfaction. Within Field dispatch function, the responsibility of the executive will be to ensure all the tickets assigned to field services are dispatched to the appropriate field engineer for site visit and any blocker identified while doing so is highlighted to the next level teams to resolve. The executive is required to assess the issue reported on the site detailed within the description, review the process and procedure associated with the site visit, Contact the point of contact in the UK to gain permission for the Ericsson Field engineer to visit the site on a chosen date and time as per the site access agreement mentioned on the tools, identify and assign the task to the best suitable Ericsson Field engineer to visit the site.
Responsibilities:
Customer event management
Customer incident management
Customer problem management
Customer order handling
Key Qualifications:
Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)
Minimum years of experience: 3-5 years' experience of deploy system test and lead testing team.
Domain experience: area of expertise - (Telecom basics, Incident management, WFM, Remedy)
Knowledge of Managed Service telecom operations practice
Knowledge sharing and collaboration skills
Ericsson knowledge
English speaking skills
Delivering results & meeting customer expectations
Analyzing
Working with people
Handle instructions & procedures
Applying expertise & technology
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: 789857
Skills Required
- Bachelor's degree or higher in Engineering, IT, or Telecommunications
- 3–5 years of experience deploying system tests and leading testing teams
- Experience with telecom fundamentals
- Experience with incident management
- Experience with Workforce Management (WFM)
- Experience with Remedy
- Knowledge of managed-service telecom operations practices
- Ericsson knowledge
- English speaking skills
- Knowledge-sharing and collaboration skills
- Ability to deliver results and meet customer expectations
- Analytical skills
- Ability to work effectively with people
- Ability to handle instructions and procedures
- Ability to apply expertise and technology
What the Team is Saying
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What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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