About this opportunity:
We are looking for an experienced NOC Shift Lead to manage assigned NOC shift operations within Ericsson Service Delivery. As the shift SPOC, you will coordinate incidents, alarms, escalations, customer concerns, and operational decisions to support service availability, performance, continuity, customer experience, and SLA compliance.
This individual-contributor role supports an automated global or virtual managed-services environment and may include 24/7 shift or on-call work. The position is aligned to Job Stage 5/6 within Automated Operations.
What you will do:• Lead NOC shift operations, priorities, workload, procedures, escalations, and handovers.• Coordinate incident investigation, resolution, communication, escalation, and closure.• Monitor services, alarms, security events, performance, capacity, and customer impact.• Support critical incidents, preventive maintenance, service assurance, and problem management.• Maintain accurate tickets, reports, records, knowledge articles, and shift information.• Monitor automated recovery, investigate automation exceptions, and support reusable automation use cases.• Coordinate with NOC operators, domain teams, technical authorities, vendors, field operations, and customer-facing teams.• Share knowledge and recommend improvements to tools, processes, service quality, and customer experience.
The skills you bring:• Bachelor's degree or equivalent in Telecommunications, Electronics, Computer Science, IT, or a related discipline.• Typically 6 or more years of experience in telecommunications, managed services, network operations, IT operations, or service delivery.• Experience as a NOC Shift Lead, Operations Lead, Incident Lead, or in a comparable role.• Knowledge of service monitoring, incident management, preventive maintenance, escalation management, ITIL/ITSM, SLA/WLA, and operational reporting.• Experience with telecom, IT, OSS/BSS, cloud, or multi-vendor environments.• Knowledge of Ericsson Operations Engine and automation-led managed services is preferred.• Familiarity with network monitoring, event and fault management, QoS, customer-experience monitoring, and telecom domains such as RAN, Packet Core, VAS, IP, or transport.• Working knowledge of automation frameworks, scripts, APIs, test automation, or model assurance.• Strong analytical, troubleshooting, communication, decision-making, customer-orientation, collaboration, and continuous-improvement skills.• Commitment to information security, compliance, safety, health, and well-being.• Willingness to work 24/7 shifts or on-call support when required.
At Job Stage 6, you are expected to solve complex problems independently, work within agreed governance, support less-experienced colleagues, and contribute to team quality.
Skills Required
- Bachelor's degree or equivalent in Telecommunications, Electronics, Computer Science, IT, or a related discipline
- Typically 6 or more years of experience in telecommunications, managed services, network operations, IT operations, or service delivery
- Experience as a NOC Shift Lead, Operations Lead, Incident Lead, or comparable role
- Knowledge of service monitoring, incident management, preventive maintenance, escalation management, ITIL/ITSM, SLA/WLA, and operational reporting
- Experience with telecom, IT, OSS/BSS, cloud, or multi-vendor environments
- Knowledge of Ericsson Operations Engine and automation-led managed services
- Familiarity with network monitoring, event and fault management, QoS, customer-experience monitoring, and telecom domains such as RAN, Packet Core, VAS, IP, or transport
- Working knowledge of automation frameworks, scripts, APIs, test automation, or model assurance
- Strong analytical, troubleshooting, communication, decision-making, customer-orientation, collaboration, and continuous-improvement skills
- Willingness to work 24/7 shifts or provide on-call support when required
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as broad and reliable, with multiple medical plan choices, dental/vision, and mental-health/EAP resources. Available descriptions highlight healthcare and disability insurance as consistent strengths.
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Retirement Support — U.S. materials point to an automatic company 401(k) contribution plus matching that can add up to a notably high employer contribution, and some regions also offer pension options. This structure is often cited as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off programs are characterized as generous, with sizable vacation allowances, paid holidays, sick time, volunteer time, and strong parental leave in some locations. PTO is frequently highlighted as a standout element of the package.
Ericsson Insights
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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Ericsson Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.
