Automated Operations Team Lead📣 إعلان

About the Automated Operations Team Lead Role

Ericsson is seeking an experienced Automated Operations Team Lead to manage operational activities across RAN, Transmission, and Performance domains. This full-time position, based in Riyadh, focuses on ensuring service stability, SLA compliance, and operational excellence within a managed services environment. The role offers a significant opportunity to lead operational transformation and enhance customer experience through automation-driven service assurance initiatives.

Role Overview and Responsibilities

The Automated Operations Team Lead will be responsible for guiding the AO Access Operations team. Key duties include proactive monitoring of network incidents and alarms, coordinating service restoration efforts, and ensuring adherence to operational targets and customer Service Level Agreements (SLAs). This role involves acting as a primary operational interface with customers, engineering teams, field operations, and support organizations, managing escalations, and driving continuous improvement initiatives. A strong focus will be placed on supporting and advancing automation to increase operational efficiency and service quality.

• Lead the AO Access Operations team supporting RAN, Transmission, and Performance operational domains.
• Ensure proactive monitoring and management of network incidents, alarms, and service-impacting events.
• Drive service restoration activities and ensure compliance with customer SLAs and operational targets.
• Coordinate major incidents, escalations, and critical service degradation scenarios across multiple stakeholders.
• Act as the primary operational interface between customers, engineering teams, field operations, and support organizations.
• Monitor operational performance, analyze trends, and drive continuous improvement initiatives.
• Ensure adherence to incident management processes, operational procedures, and service assurance frameworks.
• Lead operational governance activities, including reporting, performance reviews, and customer communications.
• Support and drive automation initiatives to improve operational efficiency, reduce manual activities, and enhance service quality.
• Develop team capabilities through coaching, mentoring, knowledge sharing, and competency development initiatives.
• Ensure high standards of communication, operational discipline, and customer engagement across the team.
• Identify operational risks and implement preventive and corrective actions to maintain service stability.
• Drive continuous improvement initiatives focused on operational excellence, service quality, and customer satisfaction.
• Support transformation activities and the adoption of modern, automation-driven operational practices.

Qualifications and Experience

Candidates should possess a Bachelor's degree in Telecommunications, Information Technology, Engineering, or a related field. The role requires 5-10 years of experience in telecom operations, managed services, or service assurance environments. Strong technical knowledge of RAN, Transmission, and Performance management domains is essential, alongside proven experience in incident management, troubleshooting, service restoration, and escalation handling. Experience leading operational teams in shift-based or customer-facing managed services settings is also required.

• Bachelor's degree in Telecommunications, Information Technology, Engineering, or a related field.
• 5-10 years of extensive experience in telecom operations, managed services, or service assurance environments.
• Strong technical knowledge of RAN, Transmission, and Performance management domains.
• Proven experience in incident management, troubleshooting, service restoration, and escalation handling.
• Experience leading operational teams in shift-based or customer-facing managed services environments.
• Strong understanding of operational processes, SLA management, and service governance frameworks.
• Demonstrated ability to lead teams during critical incidents and high-pressure operational situations.
• Experience with operational reporting, KPI management, and performance analysis.
• Strong customer communication, stakeholder management, and presentation skills.
• Excellent analytical, problem-solving, and operational decision-making capabilities.
• Ability to operate both strategically and hands-on while maintaining a strong focus on operational delivery and customer satisfaction.
• Strong leadership, coaching, influencing, and collaboration skills with the ability to build high-performing teams.

Additional Skills and Knowledge

Knowledge of automation technologies, AI-driven operations, and continuous improvement methodologies is considered an advantage. The ideal candidate will possess excellent analytical and problem-solving capabilities, with a strong ability to make sound operational decisions under pressure. Effective communication and stakeholder management skills are crucial for this role.

Work Location and Type

This is a full-time position located in Riyadh.