Customer Technical Manager in Core & Cloud

Posted date: Jun 11, 2021

Location: Warszawa, MZ, PL

Company: Ericsson

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

Our Exciting Opportunity

Introduction of Virtualisation and Cloud-based solutions are increasing the complexity of normal operations and Customer Support activities. Node based approach is no longer fit for the purpose to meet the SLA lead times and be cost-efficient. The boundaries between the traditional TELCO-based ways of working with the IT methodologies are becoming blurred and do not necessarily collide with existing SLA and expectations of end-user perception.

This role will be a complementing role to the Service Delivery Manager who is contractually responsible for the Support Contracts with our customers. In this role, you will lead the troubleshooting teams and ensure that the customer is satisfied with the delivery. In addition to driving the operations, you will also be involved in troubleshooting and resolving problems to stabilize and optimize customer networks and corresponding management systems.

Occasionally You will also take part in key projects, together with delivery teams in Core and Cloud domain, configuring and integrating different nodes and solutions in new and live customer networks. By fully understanding the deployed Solutions, the CTM role enables efficient service delivery and supportability of contracted customer support services and securing customer satisfaction. In addition, with detailed customer networks/solutions knowledge along with knowledge of the customer strategies, CTM identifies business leads and promotes Ericsson products and services to secure add-on sales.

The Customer Technical Manager typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. Working as a CTM you will also require a broad knowledge within telecom and Datacom, covering both hardware, software and network area. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers of Ericsson. The role more than often requires you to take on big responsibility and it is important that you can work independently. The technical development is rapid and you will take ownership for continuously keeping your competence and skills up to date.

You will

  • Secure proper Life Cycle Management of Core & Cloud solutions including 5G Core, Packet Core, UDC
  • Support accurate handover of Solutions to Support
  • Lead support teams in isolating and troubleshooting the most complicated problems
  • Drive discussion with Customer, handling on Solution level
  • Frequently meet the Customer to follow-up on technical strategy as well as the technical aspect of the support delivery, ensuring customer satisfaction
  • Analyze the impact of network changes.

To be successful in the role you must have

  • Strong Linux/Solaris/Unix skills and experience
  • Core Network Competence (overview of Cloud Infrastructure and the VNFs, especially Packet Core and UDM)
  • Software Update Management skills
  • Software Support experience
  • Planning & organizing skills
  • Analytic skills allowing to troubleshoot
  • Presentation & communication skills
  • Enjoy working with people
  • EU citizenship (as part of projects involves government agencies)
  • Minimum 5 years of business experience.

Additional Requirements

  • Prior experience with Network Management Systems, Operational Support Systems, or in a Linux System Admin role.

What do we offer

  • Stable employment on the basis of an employment contract
  • Work based on developing the latest solutions in the area of mobile technology
  • Clearly defined career paths, trainings
  • Rich benefit package (private medical care for employees and their family, life insurance, Ok System, MultiSport, lunch voucher)
  • Work in an international environment based on cooperation
  • Home office, flexible working hours, laptop and mobile phone
  • Work – life balance


What´s in it for you?

Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?

To prepare yourself for next steps, please explore here: 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.

Primary country and city: Poland (PL) || || Warszawa || [[mfield2]]

Req ID: 516043 

Job Segment: Telecom, Telecommunications, Information Technology, IT Manager, Cloud, Technology