Service Improvement Lead

3 weeks ago

Petaling Jaya, Malaysia Ericsson Full time

**About this opportunity**

In 5G RAN Service Improvement Lead take responsibilities for Support sales and Solution Support for Customers. With the help of team, SIL will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. He is encouraged to be expert in their domain to deliver contracted support services of CSR handling, Problem Management, Pre-emptive Support, Security Support and Software Update Handling services.

Handling MNO’s day to day NPO related technical deliverables, queries, problems, and technical presentations.

**What you will do**
- Handle and resolve Customer issues
- Provide dedicated support
- Deliver results & meet customer expectations
- Handle Customers and internal Stakeholders from Technical perspective
- Work with diverse team Own relevant technology agenda for your area on both strategic and execution level.
- Proactively identify and drive customer engagement opportunities to secure the best network performance.
- Position Ericsson as a thought and technology leader, grow our business and build strong customer relations on all working levels, up to executive level.
- Actively contribute to the customer’s vision & strategy while driving Ericsson’s involvement in crafting them, proactively challenge the status quo and bring new perspectives and opportunities to our customer and Ericsson.
- Act with authority to develop both internal and external relation/s to actively contribute to making customers and Ericsson successful.
- Actively manage and mobilize internal resources to deliver efficient and effective end to end solutions allowing seamless and flawless transition from sales to operations.
- Experience from 5G RAN deployments
- Demonstrated consultative selling skills, commercial understanding is a plus
- Outstanding teamwork, networking, and critical thinking skills
- Thought Leadership in identifying short
- and long-term priorities to improve business strategy
- A strong sense of ownership, and accountability with a passion to win

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 JIRA and engage design support when needed
- Available to handle customer technical queries all the time and ensure timely response
- Support deployment of solution
- 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
- Participate in knowledge transfer, documentation, and information sharing
- Confidentiality

**You will bring**
- Strong knowledge about 5G/4G RAN latest features.
- Strong technical acumen for dealing with complex customer issues.
- Analyze customer technology, define business requirements, and participate in risk analysis
- Strong configuration knowledge of various RAN Solution in MSRBS/DSS/CA
- Should able do tracing and complex logs analysis for RAN 4G/5G Nodes
- Act as a consultant for the customer to answer different technical queries related to technology and Product
- Good knowledge of 3GPP specifications
- Must have call flows, protocols, and Interface related knowledge in 5G RAN network
- Ability to technically analyze and approve solution implementation for the customer
- An exceptional troubleshooting skill is required to solve the customer issues
- Need to analysis Key Network Indicators and features related requirements
- Network Design and Planning (NDP) experience with Ericsson will be preferred
- Well versed with the customer support and sales process
- Lead Optimization discussions/issues/Investigations and work closely with product experts to address customer escalations/requirements
- External customer management & internal team handling from solution prospective
- Support the SWUS program in feature massification and necessary alignments
- Lead 5G optimization investigations and transfer of knowledge to other team members and mentoring on how to handle optimization/NPO tasks

**Why Join Ericsson?**

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and creativity 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.

**We are proud to announce at Ericsson Malaysia, our

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