Join our Team

About this opportunity:

Join Ericsson as a Front Office Shift Leader to oversee and coordinate front office operations ensuring smooth network performance and service delivery across all front office domains. You will lead a team to manage network monitoring, incident handling, reporting, and team development within a 24/7 operational environment.

Key Responsibilities:

• Coordinate front office team activities, including network performance checks and hourly tasks.
• Assign and organize duties to ensure efficient workflow and timely completion of tasks.
• Monitor team performance during shifts, ensuring adherence to processes and operational procedures.
• Manage network incidents and outages across all front office domains, providing reports to support troubleshooting and crisis handling.
• Maintain and audit regular reports, notifications, SMS alerts, and escalations as per formal processes.
• Generate network and audit reports to track operations and team performance.
• Lead special projects to develop and improve front office domains, delivering end-to-end solutions.
• Prepare monthly work schedules, manage extra shifts, allowances, and attendance records, coordinating with HR.
• Evaluate team performance through verbal and written feedback at regular intervals; assist in recruitment, orientation, and training.
• Identify and resolve team and office issues; ensure high-quality customer service by addressing concerns and recommending corrective actions.
• Support disciplinary processes in collaboration with HR and document actions accordingly.
• Assist team members with strategic and development initiatives.

Qualifications & Experience:

• Bachelor’s degree in Engineering (Electronics, Computer Science, Telecommunication) or equivalent.
• 5–8 years in telecommunications or network operations.

Technical Skills:

• In-depth knowledge of Mobile Network Architectures (2G, 3G, 4G, VoLTE, 5G).
• Understanding of core and IMS network performance and configuration.
• Familiarity with IP networks, network management systems (NMS), and network protocols.
• Preferred: CCNA and CCNP certifications.
• Programming knowledge is a plus.

Behavioral & Leadership Skills:

• Proven ability to lead and supervise teams effectively.
• Strong stakeholder management and interpersonal communication skills.
• Results-driven, proactive, and able to work well under pressure.
• Commitment to ethics, compliance, and fostering a learning culture.
• Open-minded and collaborative decision-making approach.

Additional Competencies:

• Flexibility to work in 24/7 rotational shifts including nights and weekends.
• Attention to detail, accuracy, and confidentiality.
• Excellent verbal and written communication in English.
• Customer service oriented, positive attitude, and teamwork spirit.
• Ability to multitask and maintain composure under stress.
• Proficient computer skills and adaptability to software tools.