About this opportunity:
We are seeking a motivated and detail-oriented Customer Experience Management (CEM) analyst to join our team. The ideal candidate will have 5-12 years of Cross Domain expertise with E2E trouble shooting skill set majorly service performance monitoring and optimization. As part of our team, you will play a key role in analysing and improving the performance of the experience indices of services and able to correlate problem to domain and lead trouble shooting.
What you will do:
- Monitor service quality and ensure service KPIs (accessibility, mobility, throughput, latency, call drop rates, etc.) are met across the network.
- Correlate Service KPIs with Radio KPIs, NPS and customer complaints to proactively improve end-user experience.
- Conduct deep-dive investigations into customer complaints; perform troubleshooting and root-cause analysis (RCA).
- Analyze CTR/UETR/Wireshark traces and perform protocol/interface level analysis (Gn, Gb, Gp, Gx, Gy, Iu-CS, Iu-PS, S5, S8, S11, S1-U, S1-C, Mw, etc.).
- Identify key drivers of experience degradation, derive insights and recommend/prioritize fixes.
- Lead cross-functional troubleshooting efforts and coordinate corrective actions with internal and external stakeholders.
- Produce regular performance reporting (daily/weekly/monthly), incident/event reports and track remediation status.
- Leverage AI/ML and advanced analytics tools to develop predictive or automated solutions for experience management.
- Utilize crowd-sourced measurement platforms (Tutela, P3, Ookla, OpenSignal) and RAN performance management tools (e.g., NETAN or similar) for insight generation.
The skills you bring:
- B.Tech in Telecommunications, Electronics, Computer Science, or a related field.
- 5-12 years of hands-on experience in RAN performance monitoring, optimization and cross-domain troubleshooting.
- Deep understanding of 2G/3G/4G/5G network architecture, protocols, E2E call flows and failure cause analysis.
- Proven experience in interface/protocol analysis and trace collection/analysis (CTR/UETR/Wireshark).
- Strong RCA skills and demonstrated ability to deliver effective resolutions.
- Experience working with crowd-sourced measurement platforms and RAN performance tools.
- Proficiency in data analysis tools (Excel, SQL, Python) and exposure to AI/ML or advanced analytics.
- Excellent problem-solving, communication and collaboration skills with attention to detail.
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) || Noida
Req ID: 774486
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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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