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Job Summary The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.

Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation. Responsibility and Tasks General Handle and resolve Customer issues

Provide dedicated support

Deliver results & meet customer expectations

Handle Software Update Management (SUM)

Handle Customers and internal Stakeholders from Technical perspective

Work with diverse team Operational Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority

Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed

Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases

Available to handle customer technical queries all the time and ensure timely response

Make constant efforts to be updated on relevant technical skills all the time

Participate in Project activities and involve as needed

Take handover from Project and ensure all the check points completed

Organize and deliver the Knowledge sharing sessions with stakeholders

Review and prepare the relevant technical document i.e. RCA Customer Specific Good Working Relationship with Customer and Working groups





Take part in Operational review meetings as and when required

Understand and get updated on solution deployed in customer network

Make customer aware on product Life cycle i.e. HW or SW

Interface with customer for planned activities in network as needed Business Related Provide technical support to Service delivery Manager in all respect

Participate and contribute during pre-sales engagement activities, if needed

Understanding of the contractual obligation for support delivery

Ensure that KPIs are met according to SLA

Identify the add on sales opportunities Position Qualifications Behavioral Competences: Creating & Innovating

Entrepreneurial & Commercial thinking

Persuading & Influencing

Applying Expertise & technology

Analyzing

Delivering Results & Meeting Customer expectations Soft Skills: Presentation & Communication skills

Teamwork & collaboration skills

Market insight

Financial Understanding

Consultative Selling Skills

Negotiation Skills

Leadership Skills Minimum Qualifications & Skill Experience Requirements: Education Qualification & Years of Experience Education: BE/B Tech or equivalent

Min years of experience: 8+ Years Skill Experience Working in a virtual Environment is must. Should have good exposure to working with

OpenStack (CEE)

Kubernetes (CCD)

Cloud Networking (SDI & SDN)

Cloud Storage

REDHAT Open stack ( RHOSP )

REDHAT Open shift ( RHOCP )

CEPH and Other Storage solutions.





Excellent Understanding about Cloud Networking ( OSPF , BGP,BFD etc)

An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units

Should able do tracing and complex logs analysis for Cloud Nodes

Exposure to any of the following Cloud Core applications/environment is desired

MME/AMF/SMF/PCC

EPG/Packet Gateway

SAPC/CCPC/5G Policy Controller

CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)

IP Routing

IMS

Strong technical acumen should be exhibited when dealing with complex customer issues.

Should have worked in a telecom support function earlier

Past experience with Ericsson will be preferred

Good knowledge of 3GPP in Cloud area 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?

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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 Chance Employer. learn more.

Primary country and city: India (IN) || Mumbai Req ID: 779618

Apply on Kit Job: kitjob.in/job/4mthqz

📌 Support Engineer Cloud (Mumbai City)
🏢 Ericsson
📍 Mumbai City