Domain Support Specialist📣 Job Ad

About the Role

Ericsson is seeking a Domain Support Specialist to join our team in Riyadh, Saudi Arabia. This full-time role is central to ensuring the continuous availability and optimal performance of services provided to customers. The specialist will coordinate, manage, and execute proactive and reactive maintenance activities requiring advanced support, alongside implementing change requests in a timely and accurate manner. The focus includes the allocation, implementation, configuration, activation, and testing of specific services and resources.

Core Responsibilities

The Domain Support Specialist ensures service excellence and technical solution delivery. Key responsibilities include:

• Ensuring services consistently meet or exceed Service Level Agreement (SLA) performance levels.
• Performing trend analysis to proactively detect potential failures and facilitate 2nd level restoration and repair.
• Guaranteeing that technical solutions align with agreed change request specifications and are implemented correctly without negatively impacting service availability.
• Addressing service and resource requirements, particularly those demanding extensive network knowledge or specific product/service expertise from an end-to-end perspective.

Operational Support and Fulfilment Activities

This role involves a range of operational support and service resource fulfilment tasks, such as:

• Conducting impact analysis for change introductions.
• Defining and coordinating 1st level preventive maintenance and security preventive maintenance.
• Performing 2nd level routine maintenance for designated systems.
• Providing decision support for change fall-back scenarios.
• Executing access database audits and defining event correlation and filtering.
• Supporting the acceptance of new or enhanced services and resources.
• Managing end-to-end service requests, including planning, execution, testing, status reporting, and logging.
• Handling standard changes, feature implementations, and resource updates.

Incident and Problem Management

A key aspect of the role is robust incident and problem management, which includes:

• Performing 2nd level incident resolution and initiating problem management processes.
• Initiating 3rd level functional escalations and identifying incident causes for reporting.
• Supporting field maintenance corrective actions and interacting with suppliers/partners regarding incidents.
• Recording, investigating, and diagnosing problems, including proposing workarounds and solutions.
• Engaging in proactive problem identification and providing full support throughout problem management investigations, including those related to security.

Customer Experience and Reporting

The specialist will contribute to improving customer experience and reporting accuracy through tasks such as:

• Resolving and analyzing customer experience issues.
• Driving improvement initiatives and insights based on report analysis.
• Supporting the translation, design, and definition of S-KPI and R-KPI.
• Designing and defining KPI reporting, and configuring, testing, and validating customer experience use cases.

Qualifications and Experience

Candidates for the Domain Support Specialist position should possess the following qualifications:

• Education: A Bachelor’s degree in Telecommunications, Electrical Engineering, or Computer Engineering.
• Experience: A minimum of 5 years of experience in RAN Operations.