Automated Operations Engineer
Skills
About This Role
Overview
Grow with us
About this opportunity:
The Automated Operations Engineer is part of Managed Services deliveries in line with the Ericsson Operations Engine.
The role is responsible for the coordination, support, management, and execution of first-level proactive and reactive operational activities to ensure that customer services remain continuously available and perform within agreed Service Level Agreements (SLAs).
The function provides 24/7 surveillance and monitoring across all in-scope services and underlying infrastructure components required to deliver telecom services.
The role focuses heavily on service availability, network performance, operational stability, and automated operations, with human intervention primarily required for exception management, escalations, and critical operational events.
The role is responsible for system fault restoration, incident handling, preventive maintenance support, and execution of operational activities within delegated authority.
Faults requiring onsite intervention are dispatched to the Field Operations organization in accordance with SLA and KPI commitments.
Service & Network Monitoring
- Perform 24/7 service and network monitoring across customer-managed infrastructure and telecom environments.
- Monitor service and resource alarms, events, and performance indicators to ensure services operate within agreed SLAs.
- Perform first-level Service Monitoring and Event Management activities.
- Anticipate disruptions and proactively identify potential service-impacting issues.
- Conduct initial investigation and analysis to identify possible root causes of operational problems.
- Monitor impacted services and resources during planned changes and operational activities.
- Supervise automated recovery processes and validate service restoration activities.
Incident & Fault Management
- Perform first-level Incident Management including incident identification, ticket handling, incident resolution, escalation management, and status reporting.
- Manage the end-to-end incident ticket lifecycle including creation, updates, routing, tracking, and closure.
- Perform first-level fault management, troubleshooting, and corrective maintenance support activities.
- Escalate security incidents, critical incidents, and unresolved operational issues to higher support levels.
- Initiate Problem Management activities when recurring or major issues are identified.
- Coordinate with Field Operations teams for onsite maintenance and fault resolution activities.
- Ensure SLA/KPI compliance for fault dispatch and incident handling activities.
Operational Assurance & Maintenance
- Support preventive maintenance activities and planned work execution.
- Execute first-level preventive maintenance and security preventive maintenance activities.
- Support change execution activities including authorization of change start, monitoring change windows, and validating operational impacts.
- Support Field Operations preventive maintenance activities.
- Perform limited configuration management activities within approved operational scope.
- Support capacity and performance investigations.
Customer Experience & Operational Support
- Support Customer Experience Monitoring based on operational use cases and customer QoS assessments.
- Assess customer complaint trends and support operational improvement initiatives.
- Support customer requests, operational escalations, and service restoration activities.
- Prepare operational reports, incident reports, and performance summaries.
Access Management & Operational Coordination
- Perform Remote Site Access Control and logical access management activities.
- Support access provisioning during critical incidents and change activities.
- Interact with network, IT, telecom infrastructure, and operational systems to validate and distribute event information to relevant operational processes.
- Coordinate with cross-functional operational teams to ensure service continuity and operational compliance.
Authority
- Access to all necessary information and systems required to carry out assigned operational responsibilities effectively and in line with company directives.
- Authority to clear first-level network alarms and perform Trouble Ticket creation, updates, routing, and closure activities.
- Authorized to escalate Trouble Tickets to the next level of support when required.
Qualification & Industry Experience
- Degree in Engineering, Telecommunications, Computer Science, Electronics, or equivalent.
- Minimum 2 years of experience within the telecom industry.
- Telecom/IP-related certifications are considered an advantage.
Technical Competencies
- Good knowledge of GSM, WCDMA, LTE, and telecom service network architectures and capabilities.
- Understanding of service performance indicators, KPI formulas, degradation analysis, and troubleshooting methodologies.
- Basic understanding of service implementation and integration processes across Access, Core, Transport, and Service Networks.
- General understanding of telecom call flows, signaling, call control, channel concepts, site-related issues, and digit analysis.
- Good understanding of telecom switching principles, transport networks, traffic concepts, voice/data flows, and value-added services.
- Knowledge of troubleshooting multivendor telecom equipment and operational environments.
- Good analytical and problem-solving capabilities.
- Basic understanding of Machine Learning, Artificial Intelligence, automation, and Cloud technologies.
Behavioral Competencies
- Strong teamwork and cross-functional collaboration capabilities.
- Good interpersonal and communication skills.
- Understanding of telecom operational processes and support functions.
- Proactive, flexible, and result-oriented mindset.
- Ability to work effectively under pressure within shift-based operational environments.
- Strong attention to detail with a methodical and disciplined approach to work.
- Commitment to Ethics & Compliance, company principles, and organizational values.
- Fluent in English.
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity.
The chance to use your skills and imagination to push the boundaries of what´s possible.
To build solutions never seen before to some of the world’s toughest problems.
You´ll be challenged, but you won’t be alone.
You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.
We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth.
We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
Ericsson is proud to be an Equal Opportunity Employer. learn more.
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