Posted date:  Jul 24, 2022

Mumbai, Maharashtra, India





Our Outstanding Opportunity:


Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customers on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer discussions on technical issues


CTM with the help of team will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. Expected to be expert in his/her domain to deliver contracted support services of CSR handling, Problem Management, Pre-emptive Support, Security Support and Software Update Handling services.

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


  • 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
  • Write Trouble report /JIRA and engage design support when needed
  • Available to handle customer technical queries all the time and ensure timely response
  • Ensure to assign the cases to team timely
  • 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 regularly
  • Up to date on solution deployed in customer network
  • Single point to contact from Ericsson to receive customer technical queries
  • Make customer aware on product Life cycle i.e. HW or SW
  • Work 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
  • Understanding of the contractual obligation for support delivery
  • Ensure that KPIs are met according to SLA
  • Identify the add on sales opportunities


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


Education Qualification & Years of Experience

Education: BE/B. Tech or equivalent

Min years of experience: 10+ Years


Skill Experience !

  • Working in Radio access network domain is must. Must have excellent exposure on
  • Radio Controller nodes, 5G and LTE Base stations
  • Baseband and Radios, Must have Trace level troubleshooting experience
  • Able to understand 3GPP specs, Various RAN Protocols level understanding
  • Experience in a legacy RAN is optional. Should have good exposure to working with :
  • IP Routing, IP Networking
  • Should have worked in a telecom support function earlier
  • Experience with Ericsson will be preferred

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 never seen before solutions 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 nurture 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 and Affirmative Action employer, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to interviewsupport@ericsson.com


"We are proud to announce at Ericsson India has been named #14 in the country and we have been officially Certified™ in 2021. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.”


Be where it begins

Our Culture

Welcome to an inclusive, global company where your opportunity to make an impact is endless. Share your most innovative ideas, bring your unique perspective and bring your unique perspective in a speak up environment. With us, you will no longer be dreaming of what the future holds – you will be redefining it at a company where you’re empowered to lead and perform at your very best.

Learning and Development

Being a part of our team means having the flexibility to take your career in many different directions, but it also means leveraging the supportive structure of a big organization, with clear personal and professional development opportunities. 

Benefits and Rewards

We believe that great accomplishments deserve great benefits and transparent rewards. We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.

Click here to find out more about our benefits.

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