Customer Service Specialist

Core Network solutions. You'll engage in hands-on fault management and configuration, driving integration activities alongside cross-functional project teams. Our environment fosters innovation and continuous learning, encouraging you to share insights and best practices. You'll play a crucial role in ensuring customer satisfaction and service continuity, addressing issues effectively and proactively. We prioritize professional growth, offering access to training and resources to enhance your skills in cutting-edge technologies like cloud-native architecture and microservices. Enjoy flexible work arrangements, competitive compensation, and a supportive culture that values work-life balance as we strive to shape the future of connectivity together.

• Manage fault configuration and conduct fault management within the 5G SA Core Network.
• Collaborate with project teams on High-Level Design (HLD), Low-Level Design (LLD), and design reviews.
• Coordinate network integration activities in partnership with project teams.
• Handle trouble tickets and change requests, ensuring service level agreements (SLA) are met.
• Prepare Method of Procedure (MOP) and Work Instructions (WI) for activities and document learning.
• Implement and verify the configuration and integration of nodes or systems.
• Analyse root causes in collaboration with the care team and guide team members through complex configurations.
• Participate in governance calls; analyse and implement feedback from customers.

Must-Have:

• Require a bachelor's or master's degree in a related field.
• Typically, a minimum 5–10 years of hands-on experience with Ericsson IMS Core Domain components (CSCF, SBG, MTAS, IP Works, EMM)
• Proficiency in 5G/LTE/VoLTE end-to-end call flows
• Strong knowledge of Cloud Native Architecture, Microservices, Kubernetes, and Containers
• Expertise in 5G Core IMS Architecture interfaces and protocols
• Experience of managing trouble tickets and customer issues within SLA

Nice-To-Have:

• Familiarity with Service Based Architecture concepts and Network Slicing
• Experience in covering calls and problem-solving customer feedback
• Understanding of fault management and configuration in 5G SA Core Network
• Ability to prepare Method of Procedure (MOP) and Work Instructions (WI)
• Experience in coordinating network integration activities.