Field Services SME📣 Job Ad

About the Role

Ericsson is seeking an experienced Field Services Subject Matter Expert for a full-time position in the Makkah Region, covering cities such as Jeddah and Makkah. This role focuses on providing critical technical expertise, operational governance, and driving continuous improvement across telecom field operations within a Managed Services environment. The successful candidate will function as a senior individual contributor and a trusted operational advisor, without formal line management responsibilities.

Role Purpose and Strategic Contribution

The primary objective of this role is to support stable network operations, ensure high network availability, facilitate effective field maintenance, and guarantee compliance with agreed service levels and operational KPIs. The Field Services SME will provide essential guidance to field teams, service partners, and relevant operational stakeholders, contributing directly to the overall efficiency and reliability of Ericsson's network services.

Core Field Operations Responsibilities

• Act as the Subject Matter Expert for end-to-end Ericsson RAN Access field operations and maintenance.
• Provide technical and operational guidance for preventive and corrective maintenance activities.
• Support major incidents, network outages, service restoration, and operational escalations.
• Monitor network availability, maintenance performance, service quality, and SLA/KPI compliance.
• Coordinate with the Network Operations Center (NOC), backoffice, engineering, implementation, logistics, and customer teams, alongside other relevant stakeholders.
• Support operational readiness, network handover, and the introduction of new technologies and solutions into field operations.

Operational Governance and Improvement

• Lead and support root cause analysis, problem management, and corrective improvement plans.
• Identify recurring operational issues, service risks, process gaps, and opportunities for improvement.
• Govern the quality, compliance, and operational performance of field service partners and Authorized Service Providers (ASPs).
• Develop and improve operational processes, procedures, workflows, reporting, and performance controls.
• Support field operations automation, digitalization, and data-driven operational improvements.
• Provide technical mentoring, knowledge sharing, and operational guidance to field engineers, supervisors, and support teams.
• Ensure compliance with applicable operational procedures, customer requirements, quality standards, and health and safety guidelines.

Required Qualifications and Experience

• Strong knowledge of mobile network field operations, including RAN, transmission, and passive infrastructure.
• Demonstrated experience in incident handling, escalation management, service restoration, MTTR (Mean Time To Restore) improvement, and network availability management.
• Proficiency in working with WFM-IFS, ENM, EFACT, and various operational reporting tools.

Work Setting and Engagement

This full-time position requires a proactive approach to operational challenges and a commitment to continuous improvement within a dynamic telecom environment. The role involves extensive collaboration with internal teams and external partners across the Makkah Region, specifically in Jeddah and Makkah, to ensure optimal field service delivery and network performance.