Customer Technical Manager - Packet Core

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Job Location : Mumbai

Job Summary :

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.

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

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

Prioritize 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
• 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
• 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 a 5G Cloud Core (5G Packet Core & Subscriber Management) Environment is must. Following nodes are part of Cloud Core

• MME/AMF/SMF/PCC
• EPG/Packet Gateway, SAPC/CCPC/5G Policy Controller
• CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
• Must have Troubleshooting Experience, Able to understand 3GPP Specs
• Must have detailed understating of all Various Protocols use in Core/IP/Cloud
• Experience in a Virtual Environment is must. Should have good exposure to working with
• OpenStack, Kubernetes
• IP Routing, IP Networking, IMS & VoLTE
• Should have worked in a telecom support function earlier
• Past experience with Ericsson will be preferred

What's in it for you?

“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.”

What happens next once you apply?

Read about the next steps here. For your preparation and reference, here is our overall Brand video and some insights about our innovations in 5G https://www.ericsson.com/en/careers/job-opportunities/hiring-process

Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.

We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.