Technical Authority Expert:SOC
- Cradlepoint
- 5 - 10 years
- Bengaluru
- 1 month ago
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Job Description
Join our Team
About this opportunity:
Ericsson is looking for a diligent and competent Technical Authority 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 customers (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 customers 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.
- 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.
- Analyze customers (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 customers 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.
- 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-
-5-10 Years of relevant industry experience with Bachelors degree or higher ((B.E/B.Tech/M.Tech, )in ECE, IT or CS (Full-time).
-Flexibility to work during UK business hours with a variance of 2 hours, and support 24/7 shifts if required
-Expertise in Network Performance Key Performance Indicators (KPI) for Radio Access Network (RAN) / Transmission.
-Experience in optimizing network performance and service KPIs, and managing customer relationships.
-Proficiency in visualization tools such as Tableau or Power BI.
-Customer Experience Management skills.
-Ability to effectively interface with customers.
-Capability to identify service degradation and perform impact analysis.
-Excellent communication and presentation skills.
Good to have-
Understanding of telecom network architecture and protocols.
-5-10 Years of relevant industry experience with Bachelors degree or higher ((B.E/B.Tech/M.Tech, )in ECE, IT or CS (Full-time).
-Flexibility to work during UK business hours with a variance of 2 hours, and support 24/7 shifts if required
-Expertise in Network Performance Key Performance Indicators (KPI) for Radio Access Network (RAN) / Transmission.
-Experience in optimizing network performance and service KPIs, and managing customer relationships.
-Proficiency in visualization tools such as Tableau or Power BI.
-Customer Experience Management skills.
-Ability to effectively interface with customers.
-Capability to identify service degradation and perform impact analysis.
-Excellent communication and presentation skills.
Good to have-
Understanding of telecom network architecture and protocols.
What happens once you apply
We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.
Primary country and city: India (IN) || Bangalore
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Technical LeadEmployement Type: Full timeContact Details:
Company: CradlepointLocation(s): Bengaluru+ View Contact
Keyskills: Service management Telecom Crisis management Change management Social media Network operations SOC Customer experience management Problem management network architecture
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