End to End Solution Support Expert

Grow with us

About EMEA Networks:

Europe, Middle East, and Africa (EMEA) Market Area is a vibrant hub of innovation, technology, and collaboration. At its core, our Networks organization plays a pivotal role in driving thought leadership and delivering exceptional value in a fast-changing environment, where business realities vary across diverse markets and countries. With almost 4,000 skilled professionals and a strong commitment to a diverse and inclusive culture, EMEA Networks is dedicated to shaping the region’s digital future through operational excellence, deep customer focus, and profitable growth.

About this Opportunity:

The End to End Solution Support Expert is a pivotal leadership role, combining deep technical expertise with the authority to direct technical teams during critical incidents, major escalations and network crises. The role will coordinate GS, SMEs, PLM, PDUs and CU Operations teams to accelerate service restoration, while maintaining clear and timely communication with customer executives throughout. The required capabilities and competences will span across multiple subdomains, Cloud-Native technologies and cloud infrastructure, anchored with a technical authority in UDM and Communication Services domains to deliver support across customers across the MA and support in the competence upscaling of the Support & Repair team.

Join our Team

What you will do:

Leadership:

- Be able to command recovery team during critical incidents, major escalations, and network crisis
- Lead and coordinate SMEs, PDUs, and operations teams, driving restoration, and ensuring clear communication reaches customer executives at every step.
- Act as the main technical interface for the operator across UDM, IMS and Cloud domains.
- Facilitate and deliver knowledge transfer sessions and technical workshops to empower regional teams with advanced troubleshooting techniques and IMS/UDM platform insights
- Drive MA wide customer support improvement initiatives whilst providing technical support and visible leadership in critical cases, escalations and incidents across all EMEA customers.
- To develop, coach and mentor other MA End to End Support Solution Expert in order to strengthen and scale up technical Market Area teams in capacity and capability
- Lead and Drive Support security reviews, major deployments, and emergency restorations.
- Deliver internal and customer technical workshops and advisory support to articulate solution value and improvement opportunities.
- Engagement in technical support investigations critical cases, escalations and incidents across all EMEA customers when needed.
- Manage communications towards C-level/Senior management teams internally and externally
- Lead and deliver on RCA investigations and presentations to customer and internal stakeholders
- Drive and contribute in improvement focus areas in Serviceability, Supportability and Network resilience
- Participate in 24x7 escalation support rotation.
- Collaboration with projects to fully understand complex solutions to enable smooth Hand over into Support
- Align with internal delivery teams to ensure smooth service delivery towards customers with a business continuity plan in place.
- Prepare an operational / technical readiness plan before Go-Live for a delivery
- Customer Support technical authority for all Customer Support related discussions and investigations
- Customer onsite engagement to develop relationships with Customer Operations and Network Design Units

Technical:

- Deep knowledge of 5G portfolio: Subscriber Data Management CCSM, CCDM (UDM, UDR), CCES – CNOM Ops
- UDC portfolio: HLR-FE, HSS-FE, EIR-FE, CUDB
- Deep knowledge in CS/IMS Core: MSC, MRS, IPSTP, CSCF, AS/MTAS
- Cloud Infrastructure: Cloud Native 5G NSA/SA, CNIS/ K8s, ECCD, CEE
- Working knowledge in Management Systems : ENM, EVNFM, ENIQ, and log analytics platforms.
- Protocol troubleshooting MAP, SCCP, SIP, Diameter and LDAP
- Delivery of Disaster Recovery MOPS and action plans
- Solution level (surrounding nodes) fault isolation and troubleshooting
- Redeployment of Virtual and Cloud native Applications

The skills you bring:

- Education: bachelor’s or master’s degree in engineering
- Min years of experience: 8+ Years of experience
- Already delivering and operating at a Technical Solution Architect level
- Strong expertise in Telco Core (CS Core preferred) and Cloud-based telecom architectures.
- Proven experience managing complex incidents and in mission-critical operator networks.
- Excellent internal and external stakeholder management and executive communication skills.
- Ability to operate effectively in high-pressure, service-critical environments.
- Deep level Fault isolation on node level across domains
- Excell Team Building and Collaboration skills
- Build & manage trustworthy customer relationships
- Strong Presentation & communication skills

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: Saudi Arabia (SA) || Riyadh

Req ID:  781309