Comprehensive Solutions Support Expert

Job description

Grow with us About the employer: The Europe, Middle East and Africa (the employer) market region is a vibrant hub of innovation, technology and collaboration. At its core, our networking organization plays a pivotal role in driving thought leadership and delivering exceptional value in a rapidly changing environment, where business realities vary across diverse markets and countries. With nearly 4,000 skilled professionals and a strong commitment to a diverse and inclusive culture, the employer is committed to shaping the region's digital future through operational excellence, deep customer focus, and profitable growth. About this opportunity: The End-to-End Solutions Support Expert is a pivotal leadership role, combining deep technical expertise with the authority to guide technical teams during critical incidents, significant escalations, and network crises. The role will coordinate GS, SME, PLM, PDUs and CU Operations teams to accelerate service recovery, maintaining clear and timely communication with customer executives throughout. The required capabilities and competencies will span across multiple sub-domains, cloud native technologies and cloud infrastructure, linked with technical authority in the areas of UDM and Communications Services to provide cross-customer support across the MA and support in upgrading the competency of the Support and Repair team. Join our team as you wish: Leadership: • Be able to lead a recovery team during critical incidents, major escalations, and network crises. • Lead and coordinate SMEs, PDUs, operations teams, lead the recovery process, and ensure clear communication reaches operational managers We care for customers at every step. • Act as the main technical interface to the operator across UDM, IMS and Cloud domains. • Facilitate and deliver knowledge transfer sessions and technical workshops to empower regional teams with advanced troubleshooting techniques and IMS/UDM platform insights • Lead MA wide customer support improvement initiatives while providing technical support and visual leadership on critical situations, escalations and incidents across all the employer customers. • Develop, train and mentor end-to-end MA support solutions experts in order to strengthen and scale technical market area teams in terms of capability and capabilities. • Security reviews to support command and command, major deployments, and emergency recovery operations. • Provide internal and customer technical workshops and consulting support to demonstrate solution value and opportunities for improvement. • Participate in technical support investigations of critical situations, escalations and incidents across all the employer customers when required. • Manage communications towards senior/C-level management teams internally and externally. • Lead and deliver RCA investigations and presentations to customers and internal stakeholders • Lead and contribute to improving focus areas in serviceability, support and network resiliency • Participate in 24/7 escalation support rotation. • Collaborate with projects to fully understand complex solutions to enable seamless delivery of support • Align with internal delivery teams to ensure seamless service delivery to customers with an established business continuity plan. • Preparing an operational/technical readiness plan before starting the operation M • Customer support technical authority for all customer support discussions and investigations • Customer on-site involvement to develop relationships with customer operations and network design modules Technical: • Deep knowledge of 5G portfolio: Subscriber Data Management CCSM, CCDM (UDM, UDR), CCES - CNOM Ops • UDC portfolio: HLR-FE, HSS-FE, EIR-FE, CUDB • Deep knowledge of CS/IMS Core: MSC, MRS, IPSTP, CSCF, AS/MTAS • Infrastructure Cloud: Cloud Native 5G NSA/SA, CNIS/ K8s, ECCD, CEE • Working knowledge in management systems: ENM, EVNFM, ENIQ, and log analytics platforms. • Troubleshooting MAP, SCCP, SIP, Diameter and LDAP protocol • Delivery of MOPS and disaster recovery action plans • Solution level (perimeter nodes) fault isolation and troubleshooting • Redeployment of virtualized and cloud native applications Skills you bring: • Education: Bachelor’s or Master’s Degree in Engineering • Minimum Years of Experience: 8+ years of experience • Already delivering and running at Technical Solutions Architect level • Strong experience in Telco Core (preferably CS Core) and cloud based telecom architecture. • Proven experience in managing complex incidents and in mission-critical operator networks. • Excellent internal and external stakeholder management and executive communication skills. • The ability to work effectively in critical, high-pressure service environments

Requirements

• • Proven experience in managing complex incidents and in mission-critical operator networks

Skills