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About this opportunity:

Ericsson is looking for a diligent and competent Domain Support Specialist. The Service Operation Centre specialist role is primarily responsible to support the embedding of the Customer centricity ethos within the Managed service delivery. It is a customer-facing role and will also be a key interface towards the Ericsson Service Delivery Units (SDU) for implementation and support of customer centric toolset and process across all delivery functions to improve customer experience.

What you will do:

- Support Use Case modelling, prioritization, SKPI threshold setting, SKPI trend/benefits analysis and change management.
- Analyze customer's (CSP) requirements on new customer experience use cases, corrections or enhancements to existing user cases. Working with the SOC Lead and KAM to identify and define any chargeable elements.
- Identify potential scenarios for user case creation to support customer's business, sales and marketing or internal requests (i.e., inputs from Service Desk or Engineering) highlighting those which could fall into “add on sales” to the KAM and SOC lead.
-Perform Social Media feedback and outside-in inputs analysis as part of end user experience perception evaluation.
- Driving continuous service improvement of use case & SKPI service degradation translating this into impact, route cause and working with Problem Management for long term resolution.
- Responsible for defining appropriate baselines including minimum/maximum service levels using statistical methods to measure Service and Resource KPIs.
- Responsible for providing input into process improvement on data analysis/collection and predictive analytics.
- Research & create new customer centric data insights and combining sources to improve customer experience.
- Support the SOC Lead & Head of Service Management in delivering the SKPIs ear marked within the relevant section of the customer contract.
- Assist or lead additional activities which are outside the core role at request of SOC Lead or Business. Note - Once accepted by the individual this will from part of their agreed deliverables.
- As required support ENOC (Emergency Network Operations Center) carrying roles as defined within the Crisis management plan.

The skills you bring:

Must have-
-Bachelor's degree or higher in ECE, IT, CS (B.E/B.Tech/M.Tech, Full-time).
-3-7 years of relevant industry experience.
-Flexibility to work during UK business hours with a variance of ±2 hours, and support 24/7 shifts if required
-Expertise in Network Performance KPI (RAN/Transmission).
-Experience in optimizing network performance and service KPI'S.
-Experience in managing customer.
-Ability to identify service degradation and translate it into impact analysis.
-Excellent communication and presentation skills.

Good to have-
Knowledge of data collection, analysis, and predictive analytics.
Familiarity with visualization tools such as Tableau or PowerBI.
Understanding of telecom network architecture and protocols.