Packet Core and Cloud Support Engineer

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About this opportunity

We are looking for a Packet Core Support Engineer to provide technical support for customer networks across Packet Core and Cloud network domains. In this role, you will troubleshoot, analyse, and resolve network issues to stabilize, maintain, and optimize customer networks while ensuring service delivery according to agreed Service Level Agreements (SLAs).

The role involves incident handling, problem resolution, software maintenance, preventive support, customer engagement as well as participation in the on-call emergency support roster.

What you will do:

• Handle customer case using Ericsson’s CSR handling tools and processes
• Troubleshoot, analyse, and resolve network faults and service degradations
• Ensure customer requests are within the agreed contract scope and service commitments
• Act as Investigation Leader, driving end-to-end CSR investigations and coordinating resolution activities across support and maintenance organizations
• Support customer operational and technical escalations and collaborate with Service Delivery Managers (SDMs) and senior technical stakeholders to ensure timely CSR resolution and SLA fulfilment.
• Drive and conclude the Root Cause analysis. 
• Handle support for customers located in Ukraine, including onsite intervention to customer premises whenever requested by the customer and when customer issues cannot be solved remotely (both in Emergency and Normal CSR handling)
• Provide customer support for customers across South Europe, Eurasia, and other regions when required
• Build and maintain effective working relationships with customer technical teams and key stakeholders.
• Support operational performance reviews and contribute to efficient delivery processes
• Identify new business opportunities
• Be part of Emergency Service Roster, delivering 24/7 Emergency support for Packet Core and Cloud domains for the customers in the scope of Customer Support contracts
• Participate in Problem Management activities (problem bulletin handling), Root Cause Analysis (RCA), and Emergency Review Boards

What you will bring:

• Education: Bachelor's degree in Telecommunications, Computer Science, Electrical Engineering, or equivalent field
• Experience:  5 years of experience in telecommunications, network operations, or technical support in customer-facing technical roles
• Very good knowledge of Ericsson Packet Core nodes, SGSN-MME, EPG, WMG, SAPC, PCC, PCG, CCPC, CCRC 
• Verry good understanding of Cloud technology and infrastructure Knowledge 
• Good Understanding of Packet Core surroundings and related topics (Like Fault Management, DNS, Charging Nodes) 
• Excellent IP background 
• Very good knowledge of Linux 
• Delivering results & meeting customer expectations
• Analytical Thinking and Problem Solving
• Presentation & communication skills
• Collaboration and Teamwork
• Responsive and result oriented 
• Fluent in English and Ukrainian