End To End Customer Support Expert Lazio

End To End Customer Support Expert
Roma
Lazio, Lazio

Our Exciting Opportunity**:

Expert on e2e troubleshooting for critical emergencies, to be involved in key projects in terms of visibility and business impact.

He/She will be part of an dedicate team in the MELA DS CS Engineers.

**You will**:

- Be involved in critical cases (for example in cases of long duration and high impacting) emergencies and supporting the team working on it, contributing with his expertise in the RCA and the restoration of the service

- "Assess" the Solution from a CS perspective and prepare/maintain the checklist to perform the assessment

- Act as a coach versus the CU's SSE teams in making knowledge sharing, providing guidelines in terms of competence prioritization and instructions coming from relevant lesson learned

- Act as a "orchestrator" towards the "SSE Virtual Team" and support competence, processes and tools readiness

- Act as a bridge between local team and global team, the SI team and CS team, assessing the environment mainly at local level in order to have an overall and clear picture in terms of solution implemented

**To be successful in the role you must have**:

**Core Competences**:

- Telecom Operations, Customer Management, Managed Services

- Leadership skills : People leadership, senior capability in managing and driving change in a large, complex organization with multiple customers and stakeholders

- Strong cultural awareness and excellent interpersonal communications and networking skills

- Consultative skills

- Business understanding

- Sales & business development skills

- Customer insight

- Negotiation & argumentation skills

- Problem solving

- Persuading & Influencing

- Leading & Supervising

- Relating & Networking

- Planning & Organizing

- Energetic, positive, humble and outgoing with a clear passion to win

- Strong listening, communication and presentation skills

- Business minded, customer focused and a team player

- Take responsibility, and enjoy working in a fast moving environment

- Cross Core Network Competence on different domains (i. e.

5G Core, Packet Core, UDM, IMS) focusing on Cloud Infrastructure and the VNFs-CNFs

- Ability to learn fast about Ericsson Portfolio evolution form a solution and network level standpoint

- Knowledge about Tools like EIA (Engineered Intelligence Assets)

- LCM knowledge with the DevOps mindset

- Ability to interact with Customers without having a previous strong relationship in place, leveraging on a strong personal interaction skills and good communication capabilities.

- Capability to mobilize others both internally and from customer organization, leveraging on his strong network of contacts

**What´s in it for you?

Here at Ericsson, our culture is built on over a century of courageous decisions.

With us, you will no longer be dreaming of what the future holds - you will be redefining it.

You won't develop for the status quo but will build what replaces it.

Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls.

You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority.

Welcome to an inclusive, global company where your opportunity to make an impact is endless.

**What happens once you apply?

- **Main Interfaces & Co-operation

Internal:

- Global Support

- Delivery organization (DSSD, SDU, )

- Emergency Recovery Center (ERC)

- Support Engineers' Teams

- PDU-PIDS

- Head of Customer Solution

- Head of Service Delivery

External:

- Customers

- Partners

- 3rd Party Suppliers

**Minimum Qualifications & Experience Requirements**:

- Minimum 10 years' experience in Telecommunication Industry

- Must have at least 5 years' experience

- Minimum Bachelors' degree in Engineering

- Customer Support understanding and market trends

- Proven track record of line management of technical and customer facing management teams

- Strong business and financial awareness to understand business implications

- Capability to drive change, leading people and sharing knowledge

- Good leadership & communication capabilities.

- Previous experience as Integration and-or Support Engineer

- Good knowledge of products and systems in the customer's network.

- Excellent Customer Relationship Management skills

- Fluent in English language

- Demonstrated experiences and ability of work in International context

- Demonstrated experiences across all the technology areas (Core, OSS, BSS, BB-IP, System Integration)

**Location

- It is open to different main locations, considering the "pilot" location Italy is the preferred one.

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic backg