Technical Authority Expert @ Cradlepoint

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.
-Subscriber Tool and Data Specialist/SOC Data Owner Progressing and Understanding all the SOC data feeds and ensuring they are fit for use both in GCP and Tool Directly.
-Cascading and documenting the knowledge learnt as we progress. Work directly with SDAP and SLOP in terms of tools migration and AI/ML opportunities.
- 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.
- 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.

The skills you bring:

Must have-
-5-12Years 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, KPI for RAN / Transmission.
-Experience in optimizing network performance and service KPIs.
-Customer Experience Management skills.
-Ability to effectively interface with customers.
-Analytical Skillset
Experience in GCP and AWS cloud basics/ IT development (DevOps etc)
AI-ML knowledge and understanding.
Proficiency in visualization tools such as Tableau or Power BI.
Communication and organisational skillsets / due diligence and integrity testing / RFI/NPS/PTC/NEST data structure and us

Good to have-
Understanding of telecom network architecture and protocols.